Vendor Manager

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September 17

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Affirm

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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.

1001 - 5000 employees

Founded 2012

💳 Fintech

👥 B2C

🛍️ eCommerce

💰 Post-IPO Equity on 2021-01

📋 Description

• Lead performance and transformation across Affirm's global BPO vendor network • Own vendor performance across 1–2 functional PODs, including CSAT, SLA, compliance, and QA outcomes • Lead executive-level vendor governance (QBRs, escalations) and act as senior escalation point for systemic vendor or POD-level issues • Define operational strategies for vendor allocations, specialization, and performance recovery • Partner with Business Analyst team to shape metrics and dashboards needed to run the business • Use data to diagnose performance gaps, validate trends, and prioritize interventions; run ad-hoc analyses and scenario modeling • Lead initiatives requiring coordination across Operations, Compliance, Product, Risk, Training, QA, and WFM • Translate vendor insights into cross-functional actions that improve customer experience and compliance outcomes • Drive initiatives such as POD specialization rollouts, vendor migrations, and regulatory implementations • Design and execute structured change programs ensuring vendor readiness and sustained adoption • Champion continuous improvement and innovation across the vendor network

🎯 Requirements

• 8+ years of expertise in vendor/BPO management, operations, or related fields • Strong analytical background with ability to define questions, work with analysts to build tools, and run independent analysis • Proven ability to drive vendor accountability through scorecards, governance, and structured interventions • Track record of leading large, cross-functional programs with measurable business impact • Exceptional communication and influencing skills with internal and vendor executives • Experience managing vendor networks of 2,000+ agents across multiple geographies (preferred) • Industry background in fintech, technology, or high-growth customer operations (preferred) • Knowledge of compliance-heavy functions (Fraud, Payments, Compliance) (preferred) • Skilled at turning complex data into clear narratives for senior leadership (preferred)

🏖️ Benefits

• 100% subsidized medical coverage for you and your dependents (medical, dental, vision) • Monthly stipends for health, wellness, and tech spending • Flexible Spending Wallets for Technology, Food, Lifestyle needs, and family forming expenses • Competitive vacation and holiday schedules (time off) • Employee Stock Purchase Plan (ESPP) enabling discounted purchase of shares • Potential eligibility for equity rewards offered by Affirm Holdings, Inc. • Remote-first work model with flexibility to work almost anywhere within the country of employment • Reasonable accommodations during the interview process