Remote-First Global Vendor Ops Manager

Affirm, Inc.; New York (NY); Remote; USD 165,000 - 225,000; Full time

Benefits offered by this job

Health coverage

Stipends for tech/health

Time off & holidays

ESPP

Job summary

Affirm, Inc. is seeking a senior Partner Manager within the Operations team to lead performance and transformation across the global BPO vendor network. You will drive vendor excellence, governance outcomes, and large cross-functional initiatives, partnering with analysts to shape dashboards and metrics.

This is a remote-first leadership role with significant strategic oversight. The role emphasizes data-driven decision making, vendor accountability, and scalable customer experience improvements

Qualifications

• 8+ years in vendor/BPO management, operations, or related fields.
• Strong analytical background; define questions, build tools with analysts, run analysis.
• Proven ability to drive vendor accountability through scorecards and governance.
• Experience leading large, cross-functional programs with measurable impact.
• Exceptional communication and influencing skills with executives.
• Experience managing vendor networks of 2,000+ agents across geographies (preferred).
• Industry background in fintech/technology or high-growth customer operations (preferred).

Responsibilities

• Own vendor performance including customer experience, SLAs, compliance, and QA outcomes.
• Lead executive-level vendor governance (QBRs, escalations).
• Define operational strategies for horizontal services across the vendor network.
• Partner with Business Analyst team to shape metrics and dashboards to run the business.
• Use data to diagnose performance gaps, validate trends, and prioritize interventions.
• Run ad-hoc analyses and scenario modeling to support rapid decisions.
• Lead initiatives requiring cross-functional coordination across Operations, Compliance, Product, Risk, Training, QA, and WFM.
• Translate vendor insights into cross-functional actions to improve customer experience and compliance.

Skills

Vendor/BPO management

Data analysis

Executive stakeholder management

Cross-functional leadership

Communication

Job description

Affirm, Inc. is seeking a senior Partner Manager within the Operations team to lead performance and transformation across the global BPO vendor network. You will drive vendor excellence, governance outcomes, and large cross-functional initiatives, partnering with analysts to shape dashboards and metrics.

This is a remote-first leadership role with significant strategic oversight. The role emphasizes data-driven decision making, vendor accountability, and scalable customer experience improvements