Senior Director, Global Vendor Strategy & Ops

Affirm; Minneapolis (MN); On-site; USD 226,000 - 335,000; Full time

Benefits offered by this job

Health care coverage

Flexible Spending Wallets

Time off

Employee stock purchase plan

Job summary

Affirm is seeking a Senior Leader to serve as Director, Vendor Strategy & Operations, guiding the global BPO and vendor operations program. You will own vendor strategy, governance, and outcomes across our extended servicing network, partnering with cross-functional teams to deliver customer-centric, data-driven improvements at scale.

The role emphasizes AI-enabled servicing, cost-to-serve optimization, and a strong culture of ownership.

Qualifications

• 15+ years in customer operations or vendor programs.
• Experience leading large-scale global BPO/vendor networks.
• Proven ability to drive data-driven, customer-centric improvements.

Responsibilities

• Define and execute long-term strategy for global vendor network across operations.
• Reinvent resolution of customer issues with vendor network as an innovation hub.
• Lead governance forums, set performance standards, and ensure accountability.
• Own vendor performance metrics: CSAT, SLA, QA, productivity, and cost-to-serve.
• Drive AI/automation deployments in servicing workflows and forecasting.
• Collaborate across Product, Engineering, Workforce Management, Risk and Compliance.

Skills

Vendor management

Operations leadership

AI in operations

Global governance

Strategy & planning

Job description

Affirm is seeking a Senior Leader to serve as Director, Vendor Strategy & Operations, guiding the global BPO and vendor operations program. You will own vendor strategy, governance, and outcomes across our extended servicing network, partnering with cross-functional teams to deliver customer-centric, data-driven improvements at scale.

The role emphasizes AI-enabled servicing, cost-to-serve optimization, and a strong culture of ownership.