This role pays more than
84%
of similar roles. Most pay
$195,150–$280,125
— the shaded band above.
At the midpoint, this role pays about
$295k
versus about
$238k
for comparable roles.
Based on 240 similar postings.
Employer
About Affirm
Affirm is a buy-now, pay-later (BNPL) financial technology company that offers point-of-sale installment loans to consumers, allowing them to split purchases into fixed monthly payments with transparent terms. Industry: Financial Technology & Consumer Lending
Affirm currently has
60 open roles
on FindRole.
Listed pay typically runs
$195,000–$255,000
across 60 roles with salary data.
As a senior leader within the Global Operations team, the Director, Customer Operations Vendor Strategy & Execution manages the global BPO and vendor operations program. This individual is responsible for the strategy, performance, and outcomes of the global servicing network, focusing on customer experience, compliance, operational excellence, and cost-to-serve. The role involves defining long-term strategies, establishing governance frameworks, and leading executive-level forums while managing a team of Vendor Managers. Key responsibilities include deploying AI and automation across servicing workflows to improve agent assistance and resolution, as well as overseeing vendor migrations and risk management. The ideal candidate possesses deep expertise in fintech and financial services customer operations, with specific experience in large-scale outsourced programs, workforce management, and data-driven decision making to solve complex problems within a high-growth, compliance-heavy consumer finance environment.
Define and execute long-term strategy for the global customer operations vendor network to balance experience, efficiency, and compliance.
Deploy AI and automation across servicing workflows to improve agent performance and reduce cost-to-serve.
Establish governance frameworks, performance standards, and accountability mechanisms across the global BPO ecosystem.
Manage vendor performance metrics including CSAT, SLA, quality assurance, and productivity outcomes.
Lead large-scale initiatives such as vendor migrations, operating-model transformations, and regulatory implementations.
Oversee vendor selection, expansion, and risk management in partnership with financial teams.
Manage a team of Vendor Managers to foster a high-performing, customer-centric culture.
Translate operational data into actionable recommendations for senior leadership to drive strategic decision-making.
What we're looking for
15+ years in customer operations including large-scale global vendor BPO program management or consulting for multi-million-customer businesses.
10+ years leading managers and 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 workforce 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.
Exceptional communication, executive presence, and stakeholder management skills.
Background in fintech, technology, financial services, or high-growth environments (preferred); knowledge of compliance-heavy functions like Fraud or Payments (preferred).
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