Director, Customer Operations Vendor Strategy & Execution
Core
Lead Affirm's global BPO and vendor operations program, serving as a strategic partner to reinvent customer servicing across a large global vendor network.
Role type
Senior leadership (Director), strategy & program oversight
Builds
Global servicing network vendor program, AI/automation deployment, operational governance frameworks
Domain
Fintech / Financial Services / Customer Operations / BPO
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Global vendor BPO program management, operations strategy, AI/automation deployment, supply and demand management, cross-functional leadership, data-driven decision making, international team leadership
Preferred skills
Fintech/financial services background, compliance-heavy function experience (Fraud, Payments), operating model design, rapid growth environment leadership
Technologies
AI, automation, agent assist, forecasting tools
Responsibilities
Define and execute long-term strategy for global customer operations vendor network; Establish governance frameworks and performance standards; Partner to deploy AI and automation across servicing workflows; Own overall vendor network performance (CSAT, SLA, compliance, cost); Lead recovery efforts for underperforming vendor relationships; Build and develop a team of Vendor Managers and In-Country Vendor Managers
Seniority
Director, strategic leadership & team building