---
title: 'Director, Customer Operations Vendor Strategy & Execution at Affirm'
canonical: 'https://feeny.ai/job/director-customer-operations-vendor-strategy-execution-affirm-united-states-ya081nbf8q95'
type: 'job'
last_seen: '2026-09-06'
---

# Director, Customer Operations Vendor Strategy & Execution at Affirm

- **Company:** Affirm
- **Location:** United States
- **Work type:** remote
- **Posted:** 2026-08-21
- **Last confirmed live:** 2026-09-06
- **Apply:** https://job-boards.greenhouse.io/affirm/jobs/7907793003

## Job description

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.

We're looking for a senior leader to join the Affirm Global Operations team as the Director, Vendor Strategy & Operations to lead Affirm's global BPO and vendor operations program and serve as a true partner in reinventing how we serve customers at scale across our large global vendor network. This leader owns the customer operations vendor strategy, performance, and outcomes of our global servicing network vendor program — customer experience, compliance, operational excellence, resiliency, and cost-to-serve — across a rapidly growing and complex business. The role will be taking ownership and providing programmatic oversight of the vendor program for operations.

This is a senior leadership role for someone who thinks like an owner, not an administrator. The ideal candidate pairs deep expertise in fintech and financial-services customer operations and vendor programs with genuine fluency in applying AI and human call center culture to reinvent servicing across the vendor network. They are relentlessly customer-centric, dive deep into both the customer and front-line vendor agent experience, and know how to build a winning combination of culture and data-driven operations across vendors and our internal team. This role is scoped to grow: the right leader will expand into broader operational scope as our transformation matures and play a key leadership role in shaping the future of Affirm Operations and customer centric company culture.

You'll lead a team of Vendor Managers and In-Country Vendor Managers, partner closely with cross-functional stakeholders, and shape the future of Affirm's global servicing network.

## What You'll Do

Strategy, Governance & Reinvention

- 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.

AI & Operational Innovation

- Partner deeply across product, engineering and operations teams to deploy agent and customer facing AI and automation across servicing workflows within the vendor network — agent assist, quality, forecasting, and customer resolution — to reinvent cost-to-serve and elevate vendor agent and customer experience.
- Bring an experimentation mindset, using AI in everyday problem-solving to reimagine the vendor operating model and program, not just optimize the current one.

Performance & Operational Excellence

- Own overall vendor network performance across servicing functions, including CSAT, SLA, compliance, QA, productivity, and efficiency outcomes.
- Build mechanisms for vendor performance management, escalation handling, and vendor accountability, and drive systemic improvements across vendors and functional PODs.
- Lead recovery efforts for high-risk or underperforming vendor relationships.
- Drive target cost optimization programs across all global vendors.

Analytics & Decision Enablement

- Partner with Analytics to define vendor reporting requirements, scorecards, and operational health metrics.
- Translate operational trends into actionable recommendations for senior leadership, ensuring decisions are grounded in data and measurable outcomes.

Cross-Functional Leadership

- Build a global "one team" mentality that treats the vendor network as strategic partners rather than order-takers.
- Serve as the primary operational leader for vendor-supported servicing functions, partnering with Product, Engineering, Workforce Management, QA, Training, Risk, and Compliance.
- Lead large-scale initiatives — vendor migrations, specialization efforts, operating-model transformations, and regulatory implementations.
- Act as the executive escalation point for complex vendor, operational, and customer-experience issues.

People Leadership

- Lead and develop a team of Vendor Managers and In-Country Vendor Managers, embodying a customer-centric culture and Affirm's values by example.
- Establish role clarity, operating rhythms, and performance expectations across the organization.
- Coach leaders to strengthen analytical rigor, strategic thinking, vendor-management capability, and cross-functional influence.
- Build a high-performing organization anchored in accountability, ownership, and continuous improvement.

## What we look for

- 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 work force 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 — a proven ability to lead and motivate diverse international teams and to build a customer-centric, high-performing culture across varied call-center and BPO environments.
- Exceptional communication, executive presence, and stakeholder management.

## Preferred Qualifications

- Industry background in fintech, technology, or financial services, or other high-growth operational environments.
- Knowledge of consumer facing compliance-heavy functions such as Fraud, Payments, Compliance, or Financial Operations.
- Experience building operating models, governance frameworks, and scalable service-delivery organizations.
- Experience designing vendor network strategies that balance performance, resiliency, scalability, and risk.
- Leading in fast paced rapid growth environments.

Pay Grade - S

Equity Grade - 13

USA Pacific base pay range (CA, WA, NY, NJ, CT): $255,000 - $335,000

USA Sapphire base pay range (all other U.S. states): $226,000 - $306,000

#LI-Remote

Affirm is proud to be a remote-first company! The majority of our roles are remote and you can work almost anywhere within the country of employment. Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirm office. A limited number of roles remain office-based due to the nature of their job responsibilities.

We’re extremely proud to offer competitive benefits that are anchored to our core value of people come first. Some key highlights of our benefits package include:

- Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents
- Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses
- Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge
- ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount

We believe It’s On Us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.

[For U.S. positions that could be performed in Los Angeles or San Francisco] Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance, Affirm will consider for employment qualified applicants with arrest and conviction records.

By clicking "Submit Application," you acknowledge that you have read Affirm's [Global Candidate Privacy Notice](https://www.affirm.com/global-candidate-privacy-notice) and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as described therein.

## About Affirm

## Company Overview
- **One-liner**: Affirm is a financial technology company that offers transparent, flexible buy now, pay later (BNPL) installment loans, a debit card, and a savings account, enabling consumers to pay over time without hidden fees.
- **Entity Type**: Public (NASDAQ: AFRM)
- **Headquarters**: San Francisco, California, United States
- **Founded**: 2012
- **Founders**: Max Levchin, Nathan Gettings, Jeffrey Kaditz, Alex Rampell

## Core Business
- **Primary industry**: Financial services – point-of-sale lending, digital payments, consumer banking.
- **Target customers**: B2C (consumers seeking flexible payment options) and B2B (merchants of all sizes, from SMBs to enterprise retailers).
- **Mission or purpose statement**: To deliver honest financial products that improve lives, offering transparency with no late fees or hidden charges.

## Products & Services
- **Adaptive Checkout**: An AI-powered checkout flow that optimizes payment options for each consumer.
- **AdaptAI**: A suite of AI tools for merchants to personalize offers and manage risk.
- **BoostAI**: An AI-driven feature that dynamically adjusts installment terms to increase approval rates.
- **Split Pay**: A BNPL product that lets consumers split purchases into biweekly payments.
- **Affirm Card**: A Visa debit card that allows cardholders to pay over time at any merchant that accepts Visa.
- **Affirm Money Account**: A high-yield savings account and debit card, held with Cross River Bank, Member FDIC.

## Market Standing
- **Valuation/Market Cap**: USD 5.17 billion (as of July 2026)
- **Key Metric**: Annual Revenue – USD 3.22 billion (trailing twelve months as of Q3 FY2026). Total funding raised (including debt financing) – USD 9.57 billion.
- **Notable Investors/Partners**: Partners include Bed Bath & Beyond, Royal Caribbean, Stripe (UK), Google, Costco, and Backcountry. Investors include Morgan Stanley, Sixth Street, and CPP Investments.
- **Growth Signals**: Nearly 27 million active consumers, 515,000 active merchants, and over $46 billion in Gross Merchandise Volume (LTM as of March 31, 2026). Revenue grew to $3.22B, and the company achieved positive net income of $52M in FY2025. Headcount increased 1.1% YoY to 2,132 employees, with active job postings up 103.8% year-over-year.

## Competitive Advantages
- **Transparency-first model**: No late fees, no compounding interest – a key differentiator in the BNPL space.
- **Machine learning underwriting**: Proprietary risk models that evaluate each transaction in real-time, reducing defaults while maintaining high approval rates.
- **Large merchant network**: 515,000+ active merchants, including major retailers, providing broad consumer reach.
- **Integrated ecosystem**: The Affirm Card and Money Account create a sticky financial platform beyond just checkout loans.

## Strategic Focus
- **International expansion**: Currently operating in the U.S., Canada, and the UK, with recent partnerships (e.g., Stripe in UK, Royal Caribbean in UK/Canada) signaling further global growth.
- **AI & personalization**: Continued investment in AI tools (AdaptAI, BoostAI) to improve merchant conversion and consumer experience.
- **Affirm Card growth**: Driving adoption of the card as a daily payment method, with 4.4 million card active consumers.
- **Capital partnerships**: Renewing and expanding capital partnerships (e.g., CPP Investments) to fund loan origination.

## Why Work Here
- **Remote-first culture**: Most roles are remote within the employee’s home country, with a simple, transparent compensation structure.
- **Generous benefits**: 18 weeks of paid parental leave for birth and non-birth parents, plus a 4-week return-to-work transition at full pay. 20 company-wide paid days off (“Away Days”) to collectively recharge. Flexible time off, mental healthcare programs, and “spending wallets” for tech, food, lifestyle, and family planning.
- **Learning & development**: Exciting learning programs to level up growth.
- **Employee community**: Active employee resource groups and supportive communities.
- **Compensation**: Transparent, flexible, remote-first structure. Example: Senior Software Engineer median salary ~$207,029/year.
- **Workplace ratings**: 3.8/5 on LinkedIn (638 reviews), with compensation rated 4.4/5, culture 3.6/5, and work-life balance 3.6/5.
- **Engineering culture**: Heavy technical team (29% of workforce in engineering/technical roles), with strong talent from PayPal, Amazon, Google, and Stripe.

## Sources
1. [affirm.com/careers](https://www.affirm.com/careers)
2. [linkedin.com/company/affirm](https://www.linkedin.com/company/affirm)
3. [investors.affirm.com/newsroom](https://investors.affirm.com/news-events/newsroom?page=1)

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