Senior Program Manager

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

📋 Description

• Oversee vendor performance, focusing on customer experience, service levels, compliance, and quality assurance results.

• Facilitate executive-level vendor governance, including quarterly business reviews and escalations.

• Establish operational strategies for horizontal services throughout the vendor network.

• Collaborate with Business Analysts to develop metrics and dashboards.

• Utilize data to identify performance gaps, confirm trends, and prioritize necessary interventions.

• Conduct ad hoc analyses and scenario modeling to support swift decision-making.

• Assist Strategic Partnerships by serving as the primary contact and liaison for distinct partner operational requirements.

• Lead cross-departmental initiatives involving Operations, Compliance, Product, Risk, Training, Quality Assurance, and Workforce Management.

• Convert vendor insights into actionable improvements for customer experience and compliance results.

• Serve as a senior escalation point for systemic issues.

• Propel product and process rollouts, vendor migrations, and regulatory implementations.

• Design and implement structured change initiatives.

• Promote continuous improvement and innovation throughout the vendor network.

⛳️ Requirements

• A minimum of 8 years of experience in vendor/BPO management, operations, or related domains.

• Strong analytical skills, including the ability to formulate questions, collaborate with analysts to create tools, and perform independent analysis.

• Demonstrated capability to ensure vendor accountability through scorecards, governance, and structured interventions.

• Proven history of managing large, cross-functional programs that deliver measurable business outcomes.

• Exceptional communication and influencing abilities with both internal teams and vendor executives.

• Experience managing vendor networks with over 2,000 agents across various regions (preferred).

• Background in fintech, technology, or high-growth customer operations (preferred).

• Familiarity with compliance-heavy functions such as Fraud, Payments, or Compliance (preferred).

• Ability to transform complex data into clear narratives for senior leadership (preferred).

🏝️ Benefits

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

• Full medical coverage, including dental and vision, at no cost for employees and their dependents.

• Flexible time-off policy.

• Generous holiday schedules.

• Employee stock purchase plan (ESPP) that allows staff to purchase Affirm stock at a discounted rate.

• Remote-first work flexibility.

• In-person onboarding experience.

• Inclusive interview process with provisions for candidates with disabilities.