Director, Customer Operations Vendor Strategy – Execution

Job not on LinkedIn

🔥 0 minutes ago

🇨🇦 Canada – Remote

💵 $199k - $279k / year

⏰ Full Time

🔴 Lead

⚙️ Operations

👻 Ghost score 1%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Affirm

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

💳 Fintech

👥 B2C

🛍️ eCommerce

💰 Post-IPO Equity on 2021-01

Fintech • B2C • eCommerce

Affirm is a financial technology company that offers a 'Buy Now, Pay Later' service, allowing consumers to make purchases and pay for them over time with flexible payment plans. Affirm eliminates hidden fees and compound interest, providing clear terms and conditions for its users. The company also offers the Affirm Card, a debit card that allows users to request to pay over time for larger purchases or pay in full for smaller ones. Affirm partners with various retailers across multiple categories, including electronics, apparel, and travel, providing customers with the convenience of paying over time at checkout both online and in physical stores. Affirm's services are integrated with Apple Pay, enabling customers to make payments seamlessly from their iPhone or iPad.

📋 Description

• Define and execute the long-term strategy for Affirm's global customer operations vendor network • Reinvent customer issue resolution and customer experience across the vendor network • Establish governance frameworks, performance standards, and accountability mechanisms across global vendors • Lead executive-level vendor governance forums, Quarterly Business Reviews, strategic planning, and escalation management • Partner with Financial Partnerships on vendor selection, expansion, remediation, and network design • Deploy agent-facing and customer-facing AI and automation across servicing workflows • Own vendor network performance across CSAT, SLA, compliance, QA, productivity, and efficiency outcomes • Build vendor performance management, escalation handling, accountability, and systemic improvement mechanisms • Lead recovery efforts for high-risk or underperforming vendor relationships • Drive cost optimization programs across global vendors • Define vendor reporting requirements, scorecards, and operational health metrics with Analytics • Translate operational trends into actionable recommendations for senior leadership • Build a global one-team mentality treating vendors as strategic partners • Serve as primary operational leader for vendor-supported servicing functions, partnering with Product, Engineering, Workforce Management, QA, Training, Risk, and Compliance • Lead vendor migrations, specialization efforts, operating-model transformations, and regulatory implementations • Act as executive escalation point for complex vendor, operational, and customer-experience issues • Lead and develop Vendor Managers and In-Country Vendor Managers • Establish role clarity, operating rhythms, and performance expectations • Coach leaders on analytical rigor, strategic thinking, vendor management, and cross-functional influence • Build a high-performing organization focused on accountability, ownership, and continuous improvement

🎯 Requirements

• 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 workforce 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 and ability to lead and motivate diverse international teams • Exceptional communication, executive presence, and stakeholder management • Preferred: industry background in fintech, technology, financial services, or other high-growth operational environments • Preferred: knowledge of consumer-facing compliance-heavy functions such as Fraud, Payments, Compliance, or Financial Operations • Preferred: experience building operating models, governance frameworks, and scalable service-delivery organizations • Preferred: experience designing vendor network strategies balancing performance, resiliency, scalability, and risk • Preferred: experience leading in fast-paced, rapid-growth environments

🏖️ Benefits

• Monthly stipends for health, wellness and tech spending • 100% subsidized medical coverage for employees and dependents • Dental and vision coverage for employees and dependents • Flexible Spending Wallets with stipends for Technology, Food, Lifestyle needs, and family forming expenses • Competitive vacation and holiday schedules • Employee stock purchase plan (ESPP), enabling employees to buy Affirm shares at a discount • Reasonable accommodations during the hiring process