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Vendor Operations Performance Lead
2 weeks 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. Affirm, Inc. proudly includes Affirm, PayBright, and Returnly.
As a company that provides consumer financial products, we work diligently to detect and prevent fraud. As a contributor on our Risk Operations Team, you will play a vital role supporting our fraud team and supporting our customers/merchants.
The Risk Operations Team operationalizes the systems, processes, and tools that enable our investigators, analysts, and associates to work with customers, merchants and internal partners to lead and mitigate fraud and AML risks across all company products, services and geographies.
As Affirm's user base and global footprint grows, we are looking for an expert Risk Operations Vendor Manager who brings deep experience working with third-party vendor engagements providing world-class fraud operations experience or customer experience support. In this role, your primary focus will be leading fraud operations with vendor agents for one or more critical lines of business managing across global locations, multiple support channels, and business partners. You will be responsible for driving fraud risk management and outstanding customer experience through a focus on high agent quality, performance management and balanced operational performance at scale. You will also lead cross functional programs across vendor operations to help Affirm achieve even greater experiences for our users
**What You'll Do**:
- Have direct responsibility for the results of vendor operations, working closely and developing relationships with external vendor partners and internal operational teams
- Develop and deploy vendor-specific infrastructure globally, including security, tools, and processes
- Source new vendor partners or expand scope of servicing offering with current vendor partners
- Maintain metrics and analysis of vendor performance, and provide regular reporting on performance through regular business reviews
- Hold vendor partners accountable to performance goals
- Assist with all vendor headcount related matters, including growth of new business and handling attrition targets with partners
- Partner with existing vendor leadership teams to ensure vendors high level execution to contracts
- Transmit and champion our values, serving as a beacon of Affirms philosophies
**What We Look For**:
- Extensive experience leading vendor operations (preferably in high-growth, financial services, or tech companies)
- Excellent oral and written presentation skills with ability to write and present for a variety of audiences
- A strong operational background and a track-record of making data driven decisions
- The ability to complete and deliver complex operational projects involving multiple partners
- 1-2 years experience in fraud management or related management experience in Financial Crimes/Anti-Money Laundering, or Operations
**Location - Remote Canada**
LI-Remote
All full-time jobs at Affirm (excluding interns and apprentices) are tied to a transparent grade-based pay range taking location into account.
**Inclusivity**:
At Affirm, People Come First is one of our core values, and that's why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our D&I program here and our progress thus far in our 2021 DEI Report.