Affirm2 days ago
Director, Customer Operations Vendor Strategy & Execution
Salary not specified
MARKET
13,317 ₽median for this role
Tech Lead / Team Lead · 163 jobs with disclosed pay
5,250half of the offers: 9,792–17,8581.2 млн
The employer didn't disclose pay — compare with the market yourself.
Remote Canada
Responsibilities
- 01Define and execute the long-term strategy for Affirm's global customer operations vendor network
- 02Reinvent how we resolve customer issues and deliver experience across the vendor network
- 03Establish governance frameworks, performance standards, and accountability mechanisms across the global vendor ecosystem
- 04Lead executive-level vendor governance forums
- 05Partner with Financial Partnerships on vendor selection, expansion, remediation, and network design
- 06Deploy agent and customer facing AI and automation across servicing workflows within the vendor network
- 07Own overall vendor network performance across servicing functions
- 08Build mechanisms for vendor performance management, escalation handling, and vendor accountability
- 09Lead recovery efforts for high-risk or underperforming vendor relationships
- 10Drive target cost optimization programs across all global vendors
- 11Partner with Analytics to define vendor reporting requirements, scorecards, and operational health metrics
- 12Serve as the primary operational leader for vendor-supported servicing functions
- 13Lead large-scale initiatives including vendor migrations, specialization efforts, operating-model transformations, and regulatory implementations
- 14Act as the executive escalation point for complex vendor, operational, and customer-experience issues
- 15Lead and develop a team of Vendor Managers and In-Country Vendor Managers
Requirements
- 0115+ 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
- 0210+ years leading managers and/or complex global operational and vendor organizations
- 03Proven success managing large-scale outsourced operations and global vendor networks across multiple international geographies
- 04Experience leading and optimizing supply and demand management with global work force management teams
- 05Demonstrated experience deploying AI or automation to improve customer operations or BPO environments at scale
- 06Strong analytical background, using data to drive strategic decisions and operational outcomes
- 07Track record leading large cross-functional initiatives with measurable business impact
- 08Deep cultural fluency across global geographies