Vendor Manager

Overview

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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.

This is a senior leadership role within Operations, accountable for vendor excellence and customer satisfaction at scale across a global BPO vendor network. The role shapes long-term vendor strategy and leads large cross-functional initiatives. The ideal candidate brings vendor/BPO management expertise and strong analytical capability to validate, interpret, and act on data to enable better decisions and drive change at scale.

This position has direct accountability for outcomes across multiple functional PODs, with cross-functional leadership and sharp analytical judgment.

• 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 metrics and dashboards 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 requiring 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.

• 8+ years of expertise in vendor/BPO management, operations, or related fields
• Strong analytical background with 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)

Base Pay Grade: J | Equity Grade: 6

Affirm focuses on providing a simple and transparent pay structure based on location, experience and job-related skills. Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents).

USA base pay range (CA, WA, NY, NJ, CT) per year: $130,000 – $170,000

USA base pay range (all other U.S. states) per year: $115,000 – $155,000

Employees new to Affirm typically come in at the start of the pay range.

Affirm is a remote-first company. The majority of roles are remote and you can work almost anywhere within the country of employment. Some roles may require working from an assigned Affirm office. A limited number of roles remain office-based depending on job responsibilities.

Key benefits include:

• Health care coverage — Affirm covers all premiums for all levels of coverage for you and your dependents
• Flexible Spending Wallets — stipends for Technology, Food, Lifestyle needs, and family forming expenses
• Time off — vacation and holiday schedules to rest and recharge
• ESPP — Employee…