Vendor Manager

Overview 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. We are seeking a Vendor Manager to lead performance and transformation across our global BPO vendor network. This role is accountable for driving vendor excellence and customer satisfaction at scale, while also shaping long-term vendor strategy and leading large cross-functional initiatives. The ideal candidate will bring both vendor/BPO management expertise, and the analytical capability to validate, interpret, and act on data, enabling better decisions and driving change at scale. This is a senior leadership role within Operations, with direct accountability for outcomes across multiple functional PODs and significant strategic oversight, cross-functional leadership, and sharp analytical judgement. What You’ll Do 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 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. 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 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. What We Look For 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). Compensation & Benefits Base Pay Grade: J Equity Grade: 4 CAN base pay range per year: $102,000 - $142,000. Base pay is part of a total compensation package that may include stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents). Equity rewards may be offered by Affirm Holdings, Inc. (parent company). Location & Work Arrangement 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 be office-based due to job requirements. Benefits 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 stock purchase plan We believe it’s On Us to provide an inclusive interview experience for all, including people with disabilities. Reasonable accommodations are available during the hiring process. By clicking "Submit Application," you acknowledge that you have read Affirm's Global Candidate Privacy Notice and consent to the collection, processing, use, and storage of your personal information as described therein. Seniority level Mid-Senior level Employment type Full-time Job function Management and Manufacturing #J-18808-Ljbffr