Director, Vendor Strategy & Operations
New
A
AffirmFintech Operations
Remote USFull-TimeDirector
SalaryUSA Pacific base pay range (CA, WA, NY, NJ, CT): $255,000 - $335,000; USA Sapphire base pay range (all other U.S. states): $226,000 - $306,000
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Job Details
- Experience
- 15+ years in customer operations; 10+ years leading managers and/or complex global operational and vendor organizations
- Required Skills
- Artificial IntelligenceData AnalysisComplianceStakeholder management
Requirements
- 15+ years of experience in customer operations, including large-scale global vendor BPO program management, operations strategy, or consulting.
- 10+ years leading managers and/or complex global operational and vendor organizations.
- Proven success managing large-scale outsourced operations across multiple international geographies.
- Demonstrated experience deploying AI or automation to improve customer operations or BPO environments.
- Strong analytical background with the ability to use data to drive strategic decisions.
- Experience managing supply and demand with global workforce management teams.
- Deep cultural fluency and ability to motivate diverse international teams.
- Exceptional communication, executive presence, and stakeholder management skills.
- Knowledge of compliance-heavy functions like Fraud, Payments, or Financial Operations is preferred.
- Experience designing vendor network strategies balancing performance, resiliency, and risk.
Responsibilities
- Define and execute the long-term strategy for Affirm's global customer operations vendor network.
- Establish governance frameworks, performance standards, and accountability mechanisms across the global vendor ecosystem.
- Partner with product and engineering teams to deploy AI and automation to improve servicing workflows.
- Own overall vendor performance metrics, including CSAT, SLA, compliance, QA, and productivity.
- Translate operational trends into actionable recommendations for senior leadership.
- Lead and develop a team of Vendor Managers and In-Country Vendor Managers.
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