Vendor Management Lead
5 months ago
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**
- Manage a network of BPO vendors who serve our Fraud Ops team; hold vendors accountable to Key Performance Indicators which include, but are not limited to: SLAs, compliance and contractual obligations.
- Participate in the end to end process of selecting and on-boarding new vendors, including design and roll out of RFP, vendor selection, contract negotiating, risk assessment and on-boarding of new locations
- Develop a deep understanding of Affirm's business and workforce strategies, and combine that knowledge with an understanding of industry standards to develop and deliver on Key Performance Indicators.
- Partner cross functionally to propose improvements or changes to drive better outcomes for customers and/or agents. This includes the analysis and evaluation of existing and new processes to determine effectiveness in efficiency, delivery of experience expectations, and reduction of internal friction around multiple touches, delayed workflows, etc.
- Identify, and promote operational strategies focused on best in class industry standards to develop and deliver on Key Performance Indicators.
- Periodic review of contractual terms with strategic outsourcing partners to identify contractual improvement areas and develop plans of action.
- Drive cross-vendor change management and reengineering activities including implementing new processes, systems, tools/technologies, metrics and improved organizational alignment.
- Engage with internal customers and our business partners to deliver new and innovative customer care capabilities, both in lead and support roles for Vendor Management
- Provide consultative support in partnership with internal departments to drive decisions impacting service delivery and customer experience
- Establish vendor relationships that drive confidence, accountability, support, and strategic alignment through meaningful engagements and initiatives
**What We Look For**
- 5+ years of equivalent experience in an Customer Support or Fraud Ops setting
- Prior vendor or operations management experience, with expertise in evaluating performance of vendors, holding vendors accountable to SLAs, optimizing contracts through negotiations and resolving reliability/dependency issues with vendor networks. Experience managing vendors in financial services is a big plus.
- Outsourcing partnership experience and knowledge of outsourcing landscape including legal, financial and technology components of outsourcing
- Program management, communication, stakeholder management, negotiating and influencing experience with a track record of achieving engagement from cross-functional stakeholders
- Prior project and process management (lean six sigma) experience highly desirable and/or IAOP certification is desirable
- Demonstrated understanding of underlying consumer operations workflow & technology
- Prior experience in consumer lending or financial services a plus
- Self-starter with strong sense of urgency and accountability
- Excellent team player who is highly self-motivated, detailed-oriented, and enjoys learning new things
- Experience performing well in a highly dynamic, rapidly changing environment
- Flexible, adaptable, proactive and self-motivated
- Skilled in focusing on desired results, determining what is important, clarifying next steps and prioritizing work effectively to meet deadlines and achieve desired results
- Ability to make discretionary decisions based on research, with certain degree of creativity and latitude
- Travel to vendor locations as needed (less than 10%)
**Pay Grade - CAN67**
Employees new to Affirm or promoted into a new role, typically begin in the min to mid range.
CAN base pay range per year:
Min: $88,900
Mid: $100,000
Max: $111,100
LI-Remote
Affirm is proud to be a remote-first company The majority of our roles are remote and you can work almost anywhere within the country of employment. Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirm office. A limited number of roles remain office-based due to the nature of their job responsibilities.
We're extremely proud to offer competitive benefits that are anchored to our core value of people come first. Some key highlights of our benefits package include:
- Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents
- Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses
- Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge
- ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount
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