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Director, Customer Operations Vendor Strategy & Execution

3 weeks, 5 days ago
Canada
Full-time
Executive
Operations Manager
Project and Program Management
Apply Now
Affirm

Affirm

Affirm offers a transparent buy now, pay later service founded in 2012 by Max Levchin. No late fees or surprises, just a responsible way to pay over time for your favorite brands.

Diversified Financial Services
1K-5K
Founded 2012
View All Jobs 69

Description

  • Define and execute the long-term strategy for Affirm’s global customer operations vendor network.
  • Establish governance frameworks, performance standards, scorecards, and accountability mechanisms across vendors.
  • Lead executive vendor governance forums, strategic planning, escalations, and business reviews.
  • Deploy AI and automation across servicing workflows, including agent assistance, quality, forecasting, and customer resolution.
  • Own vendor network performance across CSAT, SLAs, compliance, quality assurance, productivity, and efficiency.
  • Lead recovery efforts for high-risk or underperforming vendors and drive cost optimization programs.
  • Partner with Analytics to translate operational trends into measurable recommendations for senior leadership.
  • Lead vendor migrations, specialization initiatives, operating-model transformations, and regulatory implementations.
  • Partner with Product, Engineering, Workforce Management, QA, Training, Risk, Compliance, and Financial Partnerships.
  • Lead and develop Vendor Managers and In-Country Vendor Managers while building a high-performing, customer-centric organization.

Requirements

  • 15+ years of customer operations experience, including large-scale global BPO program management, operations strategy, or consulting.
  • 10+ years leading managers and/or complex global operational and vendor organizations.
  • Proven success managing outsourced operations and global vendor networks across multiple international geographies.
  • Experience optimizing supply and demand management with global workforce management teams.
  • Demonstrated experience deploying AI or automation in customer operations or BPO environments at scale.
  • Strong analytical skills and experience using data to drive strategic and operational decisions.
  • Track record leading large cross-functional initiatives with measurable business impact.
  • Experience leading diverse international teams and building high-performing call-center or BPO cultures.
  • Exceptional communication, executive presence, and stakeholder-management skills.
  • Preferred: fintech, technology, or financial-services experience; compliance-heavy operations knowledge; operating-model and vendor-network strategy experience; experience in rapid-growth environments.

Benefits

  • Base salary of $199,000–$279,000 per year for U.S. positions, plus potential equity rewards.
  • Remote-first work environment within the country of employment.
  • Affirm covers medical, dental, and vision premiums for employees and dependents.
  • Monthly or flexible spending stipends for technology, food, lifestyle, and family-forming expenses.
  • Competitive vacation and holiday schedules.
  • Employee stock purchase plan with discounted Affirm shares.

Interested in this position?

Apply directly on the company website

Apply Now

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