Remote Global Vendor Strategy & Operations Director

Affirm; Washington (District of Columbia); On-site; USD 226,000 - 335,000; Full time

Benefits offered by this job

Remote-first culture

Competitive compensation

Health benefits

Job summary

Affirm is building a remote-first, global vendor network for customer operations. We seek a Director of Vendor Strategy & Operations to lead BPO and vendor programs, drive customer experience, compliance, and cost-to-serve, and partner across product, engineering, and operations.

The role demands senior leadership experience in fintech/customer operations, with a track record of data-driven improvements, cross-functional influence, and managing large vendor ecosystems globally.

Qualifications

• 15+ years in customer operations including large-scale global vendor BPO program management, operations strategy, or consulting for fast-paced multi-million-customer businesses.
• 10+ years leading managers and/or complex global operational and vendor organizations.
• Demonstrated experience deploying AI or automation to improve customer operations or BPO environments at scale.
• Strong analytical background with data-driven decision making.

Responsibilities

• Define and execute the long-term strategy for Affirm's global customer operations vendor network balancing CX, efficiency, resiliency, compliance, and continuity.
• Reinvent issue resolution and experience across the vendor network treating BPO as an innovation hub.
• Establish governance frameworks, performance standards, and accountability across the vendor ecosystem.
• Lead executive-level vendor governance forums including QBRs, strategic planning, and escalation management.
• Partner with FP&A on vendor selection, expansion, remediation, and network design.

Job description

Affirm is building a remote-first, global vendor network for customer operations. We seek a Director of Vendor Strategy & Operations to lead BPO and vendor programs, drive customer experience, compliance, and cost-to-serve, and partner across product, engineering, and operations.

The role demands senior leadership experience in fintech/customer operations, with a track record of data-driven improvements, cross-functional influence, and managing large vendor ecosystems globally.