Senior Program Manager

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

📋 Description

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

• Facilitate executive-level vendor governance, including quarterly business reviews (QBRs) and escalation processes.

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

• Collaborate with Business Analysts to define essential metrics and create dashboards.

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

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

• Act as the primary contact and liaison for unique operational needs of partners.

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

• Convert vendor insights into actionable steps that enhance customer experience and compliance results.

• Serve as a senior escalation point for systemic challenges.

• Manage product and process rollouts, vendor migrations, and the implementation of regulatory changes.

• Design and implement structured change programs, ensuring vendor preparedness and sustained adoption.

• Promote continuous improvement and innovation across the vendor network.

⛳️ Requirements

• Minimum of 8 years of experience in vendor/BPO management, operations, or related sectors.

• Strong analytical skills; capable of formulating questions, collaborating with analysts to develop tools, and performing independent analyses.

• Demonstrated ability to enforce vendor accountability through scorecards, governance practices, and structured interventions.

• Proven history of managing large, cross-functional initiatives that yield measurable business impacts.

• Outstanding communication and influencing abilities with both internal and vendor executives.

• Experience overseeing vendor networks with more than 2,000 agents across various regions (preferred).

• Background in fintech, technology, or rapidly growing customer operations (preferred).

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

• Capability to distill complex data into clear narratives for senior leadership (preferred).

🏝️ Benefits

• Equity rewards may be part of the total compensation package.

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

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

• Dental and vision insurance for employees and dependents.

• Flexible time off policy.

• Generous holiday schedules.

• Employee stock purchase plan (ESPP) offering discounted Affirm stock.

• Remote-first work flexibility.

• In-person onboarding experience for all new hires.

• Inclusive interview process with accommodations for candidates with disabilities.