The opportunity
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.
What you'll do
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.
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.
What they're looking for
- Bring an experimentation mindset, using AI in everyday problem-solving to: reimagine the vendor operating model and program, not just optimize the current one.
- 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.
