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Senior Program Manager I

Affirm· Customer Ops Servicing
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Hybrid (Remote Canada)CA$128k - CA$188kfull-timePosted 5d ago

About the role

Senior leadership role within Affirm's Operations team focused on driving performance and transformation across the global BPO vendor network, ensuring vendor excellence, customer satisfaction at scale, and leading cross-functional initiatives.

Responsibilities

  • Own vendor performance, including customer experience, service-levels, compliance, and QA outcomes.
  • Lead executive-level vendor governance (e.g. QBRs, escalations).
  • Define operational strategies for horizontal services across the vendor network.
  • 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.
  • Support Strategic Partnerships by serving as entry point and liaison for unique partner operational needs.
  • 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 issues.
  • Drive key initiatives such as product/process 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.

Qualifications

  • 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)

Skills

Required:Vendor managementData analysis and storytelling

Benefits

  • Health coverage at no cost: 100% premiums for employees and dependents
  • Spending stipends: monthly tech setup and health/wellness options
  • Flexible time off and generous holiday calendars
  • Employee stock purchase plan (ESPP) with stock at a discount
Last updated Oct 21, 2026. Interested? Apply on the company site.

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