Director, Customer Operations Vendor Strategy & Execution

Key Highlights

• 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 across all global vendors.
• Reinvent how we resolve customer issues and deliver experience across the vendor network, treating the BPO vendor network as an innovation hub rather than a cost center.
• Establish governance frameworks, performance standards, and accountability mechanisms across the global vendor ecosystem.
• Lead executive-level vendor governance forums, including Quarterly Business Reviews, strategic planning, and escalation management.
• Partner with Financial Partnerships on vendor selection, expansion, remediation, and network design, evaluating capabilities, geographic footprint, and concentration risk to inform future-state decisions.