客户运营供应商策略与执行总监
Director, Customer Operations Vendor Strategy & Execution
在Affirm，我们存在的意义是为那些重要的时刻提供清晰、可预测的支付方式，没有隐藏费用，没有意外，更不会在最重要的事情上做出妥协。
我们正在寻找一位高级领导者加入Affirm全球运营团队，担任供应商策略与运营总监，领导Affirm的全球BPO和供应商运营业务计划，并作为真正的合作伙伴，重新定义我们在庞大的全球供应商网络中大规模服务客户的方式。该职位负责全球服务网络供应商计划的供应商策略、绩效和成果——包括客户体验、合规性、运营卓越性、弹性以及服务成本——在快速扩展和复杂的业务环境中。该角色将负责对供应商计划进行整体监督。
这是一个需要以主人翁思维而非管理者思维的高级领导职位。理想的候选人应具备金融科技和金融服务客户运营及供应商项目的深厚专业知识，并真正精通将人工智能和人工客服文化应用于整个供应商网络的服务创新。他们始终以客户为中心，深入研究客户和一线供应商代理的体验，并懂得如何在供应商和内部团队之间建立文化与数据驱动运营的完美结合。该职位具有成长性：合适的领导者将在我们的转型成熟后拓展到更广泛的运营范围，并在塑造Affirm运营的未来和以客户为中心的企业文化中发挥关键领导作用。
你将领导供应商经理和各国供应商经理团队，与跨职能利益相关者紧密合作，并塑造Affirm全球服务网络的未来。
你将负责的工作
策略、治理与革新
- 制定并执行Affirm全球客户运营供应商网络的长期战略，在所有全球供应商中平衡客户体验、运营效率、弹性、合规性和业务连续性。
- 重新定义我们如何通过供应商网络解决客户问题并提供体验，将BPO供应商网络视为创新中心而非成本中心。
- 在全球供应商生态系统中建立治理框架、绩效标准和问责机制。
- 主导高管级别的供应商治理论坛，包括季度业务评审、战略规划等。
查看英文原文
At Affirm, we exist for the moments that matter—giving people a clear, predictable way to pay over time, with no hidden fees, no surprises, and no tradeoffs on what matters most.
We're looking for a senior leader to join the Affirm Global Operations team as the Director, Vendor Strategy & Operations to lead Affirm's global BPO and vendor operations program and serve as a true partner in reinventing how we serve customers at scale across our large global vendor network. This leader owns the customer operations vendor strategy, performance, and outcomes of our global servicing network vendor program — customer experience, compliance, operational excellence, resiliency, and cost-to-serve — across a rapidly growing and complex business. The role will be taking ownership and providing programmatic oversight of the vendor program for operations.
This is a senior leadership role for someone who thinks like an owner, not an administrator. The ideal candidate pairs deep expertise in fintech and financial-services customer operations and vendor programs with genuine fluency in applying AI and human call center culture to reinvent servicing across the vendor network. They are relentlessly customer-centric, dive deep into both the customer and front-line vendor agent experience, and know how to build a winning combination of culture and data-driven operations across vendors and our internal team. This role is scoped to grow: the right leader will expand into broader operational scope as our transformation matures and play a key leadership role in shaping the future of Affirm Operations and customer centric company culture.
You'll lead a team of Vendor Managers and In-Country Vendor Managers, partner closely with cross-functional stakeholders, and shape the future of Affirm's global servicing network.
What You'll Do
Strategy, Governance & Reinvention
- Define and execute the long-term strategy for Affirm's global customer operations vendor network, balancing customer experience, operational efficiency, resiliency, compliance, and business continuity across all global vendors.
- Reinvent how we resolve customer issues and deliver experience across the vendor network, treating the BPO vendor network as an innovation hub rather than a cost center.
- Establish governance frameworks, performance standards, and accountability mechanisms across the global vendor ecosystem.
- Lead executive-level vendor governance forums, including Quarterly Business Reviews, strategic planning, and escalation management.
- Partner with Financial Partnerships on vendor selection, expansion, remediation, and network design, evaluating capabilities, geographic footprint, and concentration risk to inform future-state decisions.
AI & Operational Innovation
- Partner deeply across product, engineering and operations teams to deploy agent and customer facing AI and automation across servicing workflows within the vendor network — agent assist, quality, forecasting, and customer resolution — to reinvent cost-to-serve and elevate vendor agent and customer experience.
- Bring an experimentation mindset, using AI in everyday problem-solving to reimagine the vendor operating model and program, not just optimize the current one.
Performance & Operational Excellence
- Own overall vendor network performance across servicing functions, including CSAT, SLA, compliance, QA, productivity, and efficiency outcomes.
- Build mechanisms for vendor performance management, escalation handling, and vendor accountability, and drive systemic improvements across vendors and functional PODs.
- Lead recovery efforts for high-risk or underperforming vendor relationships.
- Drive target cost optimization programs across all global vendors.
Analytics & Decision Enablement
- Partner with Analytics to define vendor reporting requirements, scorecards, and operational health metrics.
- Translate operational trends into actionable recommendations for senior leadership, ensuring decisions are grounded in data and measurable outcomes.
Cross-Functional Leadership
- Build a global "one team" mentality that treats the vendor network as strategic partners rather than order-takers.
- Serve as the primary operational leader for vendor-supported servicing functions, partnering with Product, Engineering, Workforce Management, QA, Training, Risk, and Compliance.
- Lead large-scale initiatives — vendor migrations, specialization efforts, operating-model transformations, and regulatory implementations.
- Act as the executive escalation point for complex vendor, operational, and customer-experience issues.
People Leadership
- Lead and develop a team of Vendor Managers and In-Country Vendor Managers, embodying a customer-centric culture and Affirm's values by example.
- Establish role clarity, operating rhythms, and performance expectations across the organization.
- Coach leaders to strengthen analytical rigor, strategic thinking, vendor-management capability, and cross-functional influence.
- Build a high-performing organization anchored in accountability, ownership, and continuous improvement.
What we look for
- 15+ years in customer operations — including large-scale global vendor BPO program management, operations strategy, or consulting for fast-paced, multi-million-customer businesses using vendor networks (or demonstrated equivalent leadership trajectory).
- 10+ years leading managers and/or complex global operational and vendor organizations.
- Proven success managing large-scale outsourced operations and global vendor networks across multiple international geographies.
- Experience leading and optimizing supply and demand management with global work force management teams.
- Demonstrated experience deploying AI or automation to improve customer operations or BPO environments at scale.
- Strong analytical background, using data to drive strategic decisions and operational outcomes.
- Track record leading large cross-functional initiatives with measurable business impact.
- Deep cultural fluency across global geographies — a proven ability to lead and motivate diverse international teams and to build a customer-centric, high-performing culture across varied call-center and BPO environments.
- Exceptional communication, executive presence, and stakeholder management.
Preferred Qualifications
- Industry background in fintech, technology, or financial services, or other high-growth operational environments.
- Knowledge of consumer facing compliance-heavy functions such as Fraud, Payments, Compliance, or Financial Operations.
- Experience building operating models, governance frameworks, and scalable service-delivery organizations.
- Experience designing vendor network strategies that balance performance, resiliency, scalability, and risk.
- Leading in fast paced rapid growth environments.
Pay Grade - S
Equity Grade - 13
USA 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
#LI-Remote
Remote-first with flexibility built in
Affirm is proud to be a remote-first company. Most roles can be done from almost anywhere within the country of employment. Some positions may occasionally require in-person work at an Affirm office, and a few are office-based due to the nature of the work. All new hires will be invited to attend an in-person onboarding experience.
Benefits designed for you
Our benefits reflect our commitment to care, transparency, and flexibility. Here are a few highlights:
- Health coverage at no cost: We cover 100% of premiums for employees and their dependents.
- Spending stipends: Monthly stipends support your tech setup, and the ability to choose health and wellness options that are right for you.
- Time off to recharge: Flexible time off and generous holiday calendars help you rest when you need to.
- Own a piece of what you build: Our employee stock purchase plan (ESPP) lets you buy Affirm stock at a discount.
We’re committed to providing an inclusive interview process, including accommodations for candidates with disabilities. If you need support, we’re happy to help.
For positions based in San Francisco or Los Angeles: Affirm considers qualified applicants with arrest and conviction records, as required by law.
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