[Hiring] Director, Customer Operations Vendor Strategy & Execution @Affirm

Role Description

We're looking for a senior leader to join the Affirm Global Operations team as the Director, Vendor Strategy & Operations to lead Affirm's global BPO and vendor operations program and serve as a true partner in reinventing how we serve customers at scale across our large global vendor network. This leader owns the customer operations vendor strategy, performance, and outcomes of our global servicing network vendor program — customer experience, compliance, operational excellence, resiliency, and cost-to-serve — across a rapidly growing and complex business.

This is a senior leadership role for someone who thinks like an owner, not an administrator. The ideal candidate pairs deep expertise in fintech and financial-services customer operations and vendor programs with genuine fluency in applying AI and human call center culture to reinvent servicing across the vendor network. They are relentlessly customer-centric, dive deep into both the customer and front-line vendor agent experience, and know how to build a winning combination of culture and data-driven operations across vendors and our internal team.

This role is scoped to grow: the right leader will expand into broader operational scope as our transformation matures and play a key leadership role in shaping the future of Affirm Operations and customer centric company culture.

You'll lead a team of Vendor Managers and In-Country Vendor Managers, partner closely with cross-functional stakeholders, and shape the future of Affirm's global servicing network.

What You'll Do

• Strategy, Governance & Reinvention
  • Define and execute the long-term strategy for Affirm's global customer operations vendor network.
  • Reinvent how we resolve customer issues and deliver experience across the vendor network.
  • Establish governance frameworks, performance standards, and accountability mechanisms.
  • Lead executive-level vendor governance forums, including Quarterly Business Reviews.
  • Partner with Financial Partnerships on vendor selection, expansion, remediation, and network design.
• AI & Operational Innovation
  • Partner deeply across product, engineering and operations teams to deploy AI and automation.
  • Bring an experimentation mindset, using AI in everyday problem-solving.
• Performance & Operational Excellence
  • Own overall vendor network performance across servicing functions.
  • Build mechanisms for vendor performance management and drive systemic improvements.
  • Lead recovery efforts for high-risk or underperforming vendor relationships.
  • Drive target cost optimization programs across all global vendors.
• Analytics & Decision Enablement
  • Partner with Analytics to define vendor reporting requirements and operational health metrics.
  • Translate operational trends into actionable recommendations for senior leadership.
• Cross-Functional Leadership
  • Build a global "one team" mentality that treats the vendor network as strategic partners.
  • Serve as the primary operational leader for vendor-supported servicing functions.
  • Lead large-scale initiatives — vendor migrations, specialization efforts, and regulatory implementations.
  • Act as the executive escalation point for complex vendor, operational, and customer-experience issues.
• People Leadership
  • Lead and develop a team of Vendor Managers and In-Country Vendor Managers.
  • Establish role clarity, operating rhythms, and performance expectations.
  • Coach leaders to strengthen analytical rigor, strategic thinking, and vendor-management capability.
  • Build a high-performing organization anchored in accountability, ownership, and continuous improvement.

Qualifications

• 15+ years in customer operations, including large-scale global vendor BPO program management.
• 10+ years leading managers and/or complex global operational and vendor organizations.
• Proven success managing large-scale outsourced operations and global vendor networks.
• Experience leading and optimizing supply and demand management with global workforce management teams.
• Demonstrated experience deploying AI or automation to improve customer operations.
• Strong analytical background, using data to drive strategic decisions and operational outcomes.
• Track record leading large cross-functional initiatives with measurable business impact.
• Deep cultural fluency across global geographies.
• Exceptional communication, executive presence, and stakeholder management.

Preferred Qualifications

• Industry background in fintech, technology, or financial services.
• Knowledge of consumer-facing compliance-heavy functions.
• Experience building operating models, governance frameworks, and scalable service-delivery organizations.
• Experience designing vendor network strategies that balance performance, resiliency, scalability, and risk.
• Leading in fast-paced rapid growth environments.

Benefits

• Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents.
• Flexible Spending Wallets - generous stipends for spending on Technology, Food, and various Lifestyle needs.
• Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge.
• ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount.