Senior Director, Global Vendor Strategy & Operations

Affirm; Sioux Falls (SD); On-site; USD 226,000 - 335,000; Full time

Benefits offered by this job

Health care coverage

Flexible Spending Wallets

Time off

ESPP

Job summary

Affirm seeks a Senior Director, Vendor Strategy & Operations to lead its global BPO and vendor operations program, partnering across functions to reinvent servicing at scale. You will own vendor strategy, performance, and outcomes, focusing on customer experience, compliance, operational excellence, resiliency, and cost-to-serve.

This role drives data-driven decisions and culture across global vendors and internal teams.

Qualifications

• 15+ years in customer operations, including large-scale global vendor BPO program management
• 10+ years leading managers and/or complex global operations
• Proven success managing outsourced operations and vendor networks
• Strong analytical background with data-driven decision making

Responsibilities

• Define and execute long-term strategy for global customer operations vendor network
• Reinvent issue resolution and customer experience across vendor network
• Establish governance frameworks and vendor accountability
• Lead executive-level governance forums and escalation management
• Partner with product, engineering and operations to deploy AI and automation

Job description

Affirm seeks a Senior Director, Vendor Strategy & Operations to lead its global BPO and vendor operations program, partnering across functions to reinvent servicing at scale. You will own vendor strategy, performance, and outcomes, focusing on customer experience, compliance, operational excellence, resiliency, and cost-to-serve.

This role drives data-driven decisions and culture across global vendors and internal teams.