Director, Customer Operations Vendor Strategy & Execution

Strategy & Governance:

• 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.
• Establish governance frameworks, performance standards, and accountability mechanisms across the global vendor ecosystem.
• Partner with Financial Partnerships on vendor selection, expansion, remediation, and network design.

AI & Operational Innovation:

• Deeply partner across product, engineering, and operations teams to deploy AI and automation across servicing workflows within the vendor network.
• Bring an experimentation mindset to reimagine the vendor operating model, not just optimize the current one.
• Drive innovation in agent assist, quality, forecasting, and customer resolution.

Performance & People Leadership:

• Own overall vendor network performance across servicing functions, including CSAT, SLA, compliance, QA, productivity, and efficiency outcomes.
• Lead and develop a team of Vendor Managers and In-Country Vendor Managers, embodying a customer-centric culture.
• Build a high-performing organization anchored in accountability, ownership, and continuous improvement.