Vendor Operations Lead — Customer Care

JOB Basket Bangalore; United States; Remote; USD 42,000 - 63,000; Full time

Job summary

Affirm seeks an exceptional Manager to scale operations, lead vendor operations and manage relationships across our vendor network. The role focuses on customer care operations, process improvements, and driving performance against KPIs and SLAs across multiple providers.

You will work with internal teams and third-party partners to implement change, optimize contracts, and ensure reliable service delivery while maintaining a strong focus on customer outcomes and business impact.

Qualifications

• 10+ years of equivalent experience.
• Must be located in India.
• Experience evaluating vendor performance and managing SLAs.
• Lean Six Sigma or IAOP certification desirable.
• Willingness to work US business hours with potential shifts.

Responsibilities

• Manage a network of customer care providers and hold vendors to KPIs, SLAs, and contractual obligations.
• Develop understanding of Affirms business/workforce strategies and define KPIs.
• Collaborate across functions to improve processes and reduce friction in workflows and handoffs.
• Identify and promote operational strategies aligned with industry best practices to meet KPIs.
• Lead cross-vendor change management and implement new processes, tools, and metrics.
• Engage internal customers and business partners to enable new customer care capabilities for vendor management.
• Provide consultative support to drive service delivery and customer experience decisions.
• Establish and maintain vendor relationships ensuring accountability and strategic alignment.
• Monitor vendor performance through data analytics and partner relationship management.
• Conduct site visits for relationship building and tool assessments.

Skills

Vendor management

Operations management

KPI & SLAs

Process improvement

Data analytics

Cross-functional collaboration

Project management

Lean Six Sigma

Stakeholder management

Outsourcing

Job description

Affirm seeks an exceptional Manager to scale operations, lead vendor operations and manage relationships across our vendor network. The role focuses on customer care operations, process improvements, and driving performance against KPIs and SLAs across multiple providers.

You will work with internal teams and third-party partners to implement change, optimize contracts, and ensure reliable service delivery while maintaining a strong focus on customer outcomes and business impact.