Director, Customer Operations Vendor Strategy – Execution

This is a fully remote position, open to applicants in Canada.

📋 Description

• Develop and implement the long-term strategy for Affirm's worldwide customer operations vendor network.

• Transform customer issue resolution and enhance the customer experience throughout the vendor network.

• Create governance frameworks, performance standards, and accountability structures across global vendors.

• Lead executive-level vendor governance discussions, Quarterly Business Reviews, strategic planning, and escalation management.

• Collaborate with Financial Partnerships on vendor selection, expansion, remediation, and network design.

• Integrate agent-facing and customer-facing AI and automation within servicing workflows.

• Oversee vendor network performance metrics including CSAT, SLA, compliance, QA, productivity, and efficiency outcomes.

• Establish vendor performance management, escalation handling, accountability, and systemic improvement processes.

• Direct recovery initiatives for high-risk or underperforming vendor relationships.

• Implement cost optimization programs across global vendors.

• Define vendor reporting requirements, scorecards, and operational health metrics in collaboration with Analytics.

• Convert operational trends into actionable insights for senior leadership.

• Foster a global one-team mindset, treating vendors as strategic partners.

• Act as the primary operational leader for vendor-supported servicing functions, partnering with Product, Engineering, Workforce Management, QA, Training, Risk, and Compliance.

• Manage vendor migrations, specialization efforts, operating-model transformations, and regulatory implementations.

• Serve as the executive escalation point for intricate vendor, operational, and customer experience challenges.

• Mentor and develop Vendor Managers and In-Country Vendor Managers.

• Clarify roles, establish operating rhythms, and set performance expectations.

• Coach leaders in analytical rigor, strategic thinking, vendor management, and cross-functional influence.

• Cultivate a high-performing organization centered on accountability, ownership, and continuous improvement.

⛳️ Requirements

• Over 15 years of experience in customer operations, including large-scale global vendor BPO program management, operations strategy, or consulting for fast-paced, multi-million-customer businesses utilizing vendor networks, or a proven equivalent leadership path.

• More than 10 years of experience leading managers and/or complex global operational and vendor organizations.

• Demonstrated success in managing large-scale outsourced operations and global vendor networks across numerous international locations.

• Experience in leading and optimizing supply and demand management with global workforce management teams.

• Proven experience in implementing AI or automation to enhance customer operations or BPO environments at scale.

• Strong analytical skills, utilizing data to inform strategic decisions and operational results.

• History of leading large cross-functional initiatives with measurable business impacts.

• Deep cultural understanding across global regions, with the ability to lead and inspire diverse international teams.

• Exceptional communication skills, executive presence, and stakeholder management capabilities.

• Preferred: background in fintech, technology, financial services, or other high-growth operational sectors.

• Preferred: knowledge of consumer-facing compliance-heavy functions such as Fraud, Payments, Compliance, or Financial Operations.

• Preferred: experience in developing operating models, governance frameworks, and scalable service delivery organizations.

• Preferred: experience in designing vendor network strategies that balance performance, resilience, scalability, and risk.

• Preferred: experience leading in high-velocity, rapid-growth environments.

🏝️ Benefits

• Monthly stipends for health, wellness, and technology expenses.

• 100% subsidized medical coverage for employees and their dependents.

• Dental and vision coverage for employees and their dependents.

• Flexible Spending Wallets with stipends for Technology, Food, Lifestyle needs, and family formation expenses.

• Competitive vacation and holiday schedules.

• Employee stock purchase plan (ESPP), allowing employees to acquire Affirm shares at a discounted rate.

• Reasonable accommodations provided during the hiring process.