Senior Partner & Vendor Operations Leader

Affirm, Inc.; Madison (WI); Remote; USD 146,000 - 206,000; Full time

Benefits offered by this job

Health coverage

Stipends for tech setup

Flexible time off

ESPP

Job summary

Affirm, Inc. is seeking a senior Partner Manager to lead performance and transformation across our global BPO vendor network. This role drives vendor excellence and customer satisfaction at scale while shaping long-term vendor strategy and leading large cross-functional initiatives.

This remote-first role requires strong analytics, governance, and communication with vendor executives. You will own vendor performance, develop metrics and dashboards with the Business Analyst team, diagnose gaps,

Qualifications

• 8+ years of expertise in vendor/BPO management, operations, or related fields.
• Strong analytical background with ability to define the right questions and build tools.
• Proven ability to drive vendor accountability through scorecards and governance.
• Track record of 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).
• Knowledge of compliance-heavy functions (Fraud, Payments, Compliance) (preferred).
• Able to turn complex data into clear narratives for senior leadership (preferred).

Responsibilities

• Own vendor performance, including customer experience, service-levels, compliance, and QA outcomes.
• Lead executive-level vendor governance (e.g. QBRs, escalations).
• Define operational strategies for horizontal services across the vendor network.
• Partner with the Business Analyst team to shape metrics and dashboards.
• Use data to diagnose performance gaps, validate trends, and prioritize interventions.
• Run ad-hoc analyses and scenario modeling to support rapid decision-making.
• Support Strategic Partnerships by serving as entry point for partner needs.
• Lead cross-functional initiatives across Operations, Compliance, Product, Risk, Training, QA, and WFM.
• Translate vendor insights into cross-functional actions to improve customer experience and compliance.
• Act as senior escalation point for systemic issues.
• Drive product/process rollouts, vendor migrations, or regulatory implementations.
• Design and execute structured change programs, ensuring vendor readiness and adoption.
• Champion continuous improvement and innovation across the vendor network.

Skills

Vendor/BPO management

Data analysis

Governance & scorecards

Cross-functional leadership

Executive communication

Vendor network management

Job description

Affirm, Inc. is seeking a senior Partner Manager to lead performance and transformation across our global BPO vendor network. This role drives vendor excellence and customer satisfaction at scale while shaping long-term vendor strategy and leading large cross-functional initiatives.

This remote-first role requires strong analytics, governance, and communication with vendor executives. You will own vendor performance, develop metrics and dashboards with the Business Analyst team, diagnose gaps,