Director, Customer Operations Vendor Strategy – Execution

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

📋 Description

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

• Transform the resolution of customer issues and enhance the overall experience across the vendor network.

• Create governance structures, performance benchmarks, and accountability frameworks.

• Facilitate high-level vendor governance meetings, Quarterly Business Reviews, strategic planning sessions, and escalation processes.

• Collaborate with Financial Partnerships regarding vendor selection, growth, remediation, and network architecture.

• Implement AI and automation solutions for both agents and customers within servicing workflows.

• Manage vendor network performance metrics, including CSAT, SLA, compliance, QA, productivity, and efficiency results.

• Establish performance management systems, escalation processes, and accountability frameworks for vendors.

• Spearhead recovery initiatives for high-risk or underperforming vendor partnerships.

• Propel cost-saving initiatives across global vendors.

• Define reporting needs for vendors, along with scorecards and operational health indicators in conjunction with Analytics.

• Convert operational insights into strategic recommendations for senior management.

• Foster a unified global team ethos throughout the vendor network.

• Act as the key operational leader for vendor-supported service functions.

• Oversee vendor migrations, specialization initiatives, operational model transformations, and regulatory compliance implementations.

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

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

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

• Guide leaders and cultivate a high-performance organizational culture.

⛳️ Requirements

• Over 15 years of experience in customer operations, including large-scale global vendor BPO program management, operations strategy, or consulting for rapidly growing, multi-million-customer businesses utilizing vendor networks (or a demonstrated equivalent leadership trajectory).

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

• Proven track record in managing large-scale outsourced operations and global vendor networks across various international regions.

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

• Demonstrated ability to deploy AI or automation to enhance customer operations or BPO environments on a large scale.

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

• History of leading significant cross-functional projects with measurable business results.

• Deep cultural awareness across global regions with the ability to guide diverse international teams.

• Excellent communication skills, executive presence, and stakeholder engagement capabilities.

• Preferred: Background in industries such as fintech, technology, financial services, or other rapidly expanding operational settings.

• Preferred: Familiarity with consumer-facing, compliance-intensive functions such as Fraud, Payments, Compliance, or Financial Operations.

• Preferred: Experience in creating operational models, governance structures, and scalable service-delivery organizations.

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

• Preferred: Background in leading initiatives within fast-paced, high-growth environments.

🏝️ Benefits

• Comprehensive health care coverage - Affirm pays all premiums for all coverage levels for you and your dependents.

• Flexible Spending Wallets - generous stipends for expenditures on Technology, Food, various Lifestyle needs, and family planning expenses.

• Time off - competitive vacation and holiday policies allowing you to take needed time off to relax and recharge.

• ESPP - An employee stock purchase plan that enables you to acquire shares of Affirm at a discounted rate.

• Remote-first working environment.

• Reasonable accommodations provided during the hiring process.