Director, Customer Operations Vendor Strategy & Execution

Strategy, Governance & Reinvention:

• 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 Financial Partnerships on vendor selection, expansion, remediation, and network design.

AI & Operational Innovation:

• Partner deeply across product, engineering and operations teams to deploy agent and customer facing AI and automation.
• Bring an experimentation mindset, using AI in everyday problem-solving to reimagine the vendor operating model.

Performance & Operational Excellence:

• Own overall vendor network performance across servicing functions, including CSAT, SLA, compliance, QA, productivity, and efficiency.
• Build mechanisms for vendor performance management, escalation handling, and vendor accountability.
• Drive target cost optimization programs across all global vendors.

People Leadership:

• Lead and develop a team of Vendor Managers and In-Country Vendor Managers, embodying a customer-centric culture.
• Establish role clarity, operating rhythms, and performance expectations across the organization.
• Coach leaders to strengthen analytical rigor, strategic thinking, and vendor-management capability.