Director, Customer Operations Vendor Strategy & Execution

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.

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. The role will be taking ownership and providing programmatic oversight of the vendor program for operations.

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, balancing customer experience, o