Affirm
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 are seeking a Vendor Manager to lead performance and transformation across our global BPO vendor network. This role is accountable for driving vendor excellence and customer satisfaction at scale, while also shaping long-term vendor strategy and leading large cross-functional initiatives.
Job Responsibilities
Vendor Strategy & Governance, Analytics & Decision Enablement, Cross-Functional Leadership and Change & Transformation. Own vendor performance across 1–2 functional PODs, including CSAT, SLA, compliance, and QA outcomes. Lead executive-level vendor governance (e.g. QBRs, escalations). Define operational strategies for vendor allocations, specialization, and performance recovery. Partner with the Business Analyst team to shape what metrics and dashboards are needed to run the business. Use data to diagnose performance gaps, validate trends, and prioritize interventions. Run ad-hoc analyses and scenario modeling to support rapid decision-making. Lead initiatives that require coordination across Operations, Compliance, Product, Risk, Training, QA, and WFM. Translate vendor insights into cross-functional actions that improve customer experience and compliance outcomes. Act as senior escalation point for systemic vendor or POD-level issues. Drive key initiatives such as POD specialization rollouts, vendor migrations, or 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 the ability to define the right questions, work with analysts to build the right tools, and run independent analysis when needed. 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). What We Offer
Competitive base pay range: $115,000 - $170,000 per year Equity rewards Monthly stipends for health, wellness, and tech spending Benefits (including 100% subsidized medical coverage, dental, and vision for you and your dependents) Remote-first company with flexible work arrangements Affirm is proud to be an equal opportunity employer and welcomes applicants from diverse backgrounds.
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Vendor Strategy & Governance, Analytics & Decision Enablement, Cross-Functional Leadership and Change & Transformation. Own vendor performance across 1–2 functional PODs, including CSAT, SLA, compliance, and QA outcomes. Lead executive-level vendor governance (e.g. QBRs, escalations). Define operational strategies for vendor allocations, specialization, and performance recovery. Partner with the Business Analyst team to shape what metrics and dashboards are needed to run the business. Use data to diagnose performance gaps, validate trends, and prioritize interventions. Run ad-hoc analyses and scenario modeling to support rapid decision-making. Lead initiatives that require coordination across Operations, Compliance, Product, Risk, Training, QA, and WFM. Translate vendor insights into cross-functional actions that improve customer experience and compliance outcomes. Act as senior escalation point for systemic vendor or POD-level issues. Drive key initiatives such as POD specialization rollouts, vendor migrations, or 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 the ability to define the right questions, work with analysts to build the right tools, and run independent analysis when needed. 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). What We Offer
Competitive base pay range: $115,000 - $170,000 per year Equity rewards Monthly stipends for health, wellness, and tech spending Benefits (including 100% subsidized medical coverage, dental, and vision for you and your dependents) Remote-first company with flexible work arrangements Affirm is proud to be an equal opportunity employer and welcomes applicants from diverse backgrounds.
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