Remote opportunity at
AffirmDirector, Customer Operations Vendor Strategy & Execution
Affirm, a company transforming the credit industry through honest and flexible payment solutions with no hidden fees or compounding interest, seeks a senior leader for its…
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About This Role
Affirm, a company transforming the credit industry through honest and flexible payment solutions with no hidden fees or compounding interest, seeks a senior leader for its Global Operations team. In this full-time role as the Director, Customer Operations Vendor Strategy & Execution, the successful candidate will direct the global business process outsourcing and vendor operations program, acting as a strategic partner to scale customer service delivery. This position requires an…
Job Description
Affirm, a company transforming the credit industry through honest and flexible payment solutions with no hidden fees or compounding interest, seeks a senior leader for its Global Operations team. In this full-time role as the Director, Customer Operations Vendor Strategy & Execution, the successful candidate will direct the global business process outsourcing and vendor operations program, acting as a strategic partner to scale customer service delivery.
This position requires an owner mindset rather than an administrative approach. The ideal professional combines deep expertise in fintech or financial-services customer operations with the ability to integrate artificial intelligence and modern call center culture across a vast international vendor network. Responsibilities include shaping long-term network strategy, maintaining rigorous governance, driving operational excellence, and leading cross-functional transformation initiatives.
The person in this role will directly manage and mentor Vendor Managers and In-Country Vendor Managers, fostering accountability and continuous improvement. Candidates must bring extensive background in managing large-scale outsourced operations, supply and demand management, and deploying automation at scale. Affirm operates on a remote-first model, allowing employees to work from nearly anywhere within the country of employment, though occasional office presence may be required for proximal roles.
Responsibilities
- Formulate and execute the long-term strategy for the global customer operations vendor network
- Establish governance frameworks, performance standards, and accountability mechanisms across global vendors
- Collaborate with internal teams to deploy agent- and customer-facing artificial intelligence and automation
- Oversee overall vendor network performance regarding customer satisfaction, service level agreements, and efficiency
- Lead recovery operations for high-risk or underperforming vendor relationships
- Direct vendor reporting requirements, scorecards, and operational health metrics alongside analytics teams
- Manage and develop a team of Vendor Managers and In-Country Vendor Managers
Requirements
- Over 15 years of experience in customer operations including large-scale global vendor BPO program management or operations strategy
- Minimum 10 years of experience leading managers or complex global operational and vendor organizations
- Demonstrated success in managing outsourced operations and international vendor networks
- Experience optimizing supply and demand management alongside global workforce management teams
- Demonstrated history of deploying artificial intelligence or automation within customer operations at scale
- Strong analytical background with a track record of leading large cross-functional initiatives
Qualifications
- Background in fintech, technology, financial services, or other high-growth operational environments
- Familiarity with compliance-heavy consumer functions such as fraud, payments, compliance, or financial operations
- Experience in designing scalable service-delivery organizations and governance frameworks
Core Skills
Benefits
- 100% subsidized medical coverage, dental, and vision for employees and dependents
- Monthly stipends for health, wellness, and technology spending
- Generous vacation and holiday schedules
- Employee stock purchase plan to buy company shares at a discount
- Eligibility for equity rewards through Affirm Holdings, Inc.
Frequently Asked Questions
What is the salary range for this position?
The annual base pay range is USD 199,000 to 279,000, determined by factors such as location, experience, and job-related skills.
Is this a remote role?
Yes, Affirm is a remote-first company allowing employees to work from nearly anywhere within the country of employment, though proximal roles may occasionally require working from an assigned office.
What type of employment is this?
This is a full-time position for an existing vacancy.
What experience is required for this role?
Candidates must have over 15 years of customer operations experience, including at least 10 years leading managers or complex global operational and vendor organizations.
Sample Interview Questions
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