Senior Vendor Operations Manager — Remote

Affirm, Inc.; Salt Lake City (UT); 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.

You will shape long-term vendor strategy, drive vendor excellence, and ensure customer satisfaction at scale, with significant cross-functional influence and data-driven decision making. This senior leadership role requires strategic oversight, collaboration with executives, and the ability to translate insights into impactful actions across Operations, Compliance,

Qualifications

• 8+ years of expertise in vendor/BPO management, operations, or related fields.
• Strong analytical background with the ability to define the right questions, work with analysts to build the right tools, and run independent analysis when needed.
• Proven ability to drive vendor accountability through scorecards, governance, and structured interventions.
• Track record of leading large, cross-functional programs with measurable business impact.
• Exceptional communication and influencing skills with internal and vendor executives.
• Experience managing vendor networks of 2,000+ agents across multiple geographies (preferred).
• Industry background in fintech, technology, or high-growth customer operations (preferred).
• Knowledge of compliance-heavy functions (Fraud, Payments, Compliance) (preferred).
• Skilled at turning 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 what metrics and dashboards are needed 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 decision-making.
• Support Strategic Partnerships by serving as entry point and liaison for unique partner operational needs.
• Lead initiatives that require coordination across Operations, Compliance, Product, Risk, Training, QA, and WFM.
• Translate vendor insights into cross-functional actions that improve customer experience and compliance outcomes.
• Act as senior escalation point for systemic issues.
• Drive key initiatives such as product/process rollouts, vendor migrations, or regulatory implementations.
• Design and execute structured change programs, ensuring vendor readiness and sustained adoption.
• Champion continuous improvement and innovation across the vendor network.

Skills

Vendor management

Operations

Data analytics

Executive communication

Cross-functional leadership

Program governance

Stakeholder management

Vendor networks

Job description

Affirm, Inc. is seeking a Senior Partner Manager to lead performance and transformation across our global BPO vendor network.

You will shape long-term vendor strategy, drive vendor excellence, and ensure customer satisfaction at scale, with significant cross-functional influence and data-driven decision making. This senior leadership role requires strategic oversight, collaboration with executives, and the ability to translate insights into impactful actions across Operations, Compliance,