146K–225K USD / year
Senior Program Manager I
OperationsRemote — United States
Published on 2026-10-20
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About this role
Lead performance and transformation across Affirm’s global BPO vendor network, improving customer experience, service levels, compliance, and quality. Shape vendor strategy and drive large cross-functional initiatives using data, governance, and structured change programs.
About the company
Affirm offers buy now, pay later financing that lets consumers split purchases into transparent installment payments at checkout. It partners with merchants to provide flexible credit options without late fees.
The team
Operations
What you'll do
- Own vendor performance across customer experience, service levels, compliance, and QA.
- Lead executive vendor governance, including QBRs and escalations.
- Define operational strategies and metrics for services across the vendor network.
- Analyze performance data, identify gaps, and prioritize interventions.
- Coordinate initiatives across Operations, Compliance, Product, Risk, Training, QA, and WFM.
- Support Strategic Partnerships with operational needs.
- Lead product and process rollouts, vendor migrations, and regulatory implementations.
- Design change programs that ensure vendor readiness and sustained adoption.
What we're looking for
- 8+ years of experience in vendor/BPO management, operations, or a related field.
- Strong analytical skills, including defining business questions and conducting independent analysis.
- Experience driving vendor accountability through scorecards, governance, and structured interventions.
- Track record leading large cross-functional programs with measurable impact.
- Excellent communication and influencing skills with internal and vendor executives.
Nice to have
- Experience managing vendor networks of 2,000+ agents across multiple geographies.
- Fintech, technology, or high-growth customer operations experience.
- Knowledge of compliance-heavy functions such as Fraud, Payments, or Compliance.
- Ability to turn complex data into clear narratives for senior leadership.
Benefits
- 100% subsidized medical, dental, and vision coverage for employees and dependents.
- Monthly technology, health, and wellness stipends.
- Flexible time off and generous holiday calendars.
- Employee stock purchase plan with a stock discount.