128K–188K CAD / year
Senior Program Manager I
OperationsRemote — Canada
Published on 2026-10-20
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About this role
Lead performance and transformation across Affirm’s global BPO vendor network. The role combines vendor governance, data-driven operational strategy, and cross-functional program leadership to improve customer experience, compliance, and operational outcomes.
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 quality assurance.
- Lead executive vendor governance, including business reviews and escalations.
- Set operational strategies and use data analysis to identify gaps and prioritize interventions.
- Coordinate cross-functional initiatives across Operations, Compliance, Product, Risk, Training, QA, and WFM.
- Lead product and process rollouts, vendor migrations, and regulatory implementations.
- Design change programs to ensure vendor readiness and sustained adoption.
- Serve as a liaison for partner operational needs and a senior escalation point for systemic issues.
What we're looking for
- 8+ years of experience in vendor/BPO management, operations, or a related field.
- Strong analytical skills, including defining metrics, working with analysts, and conducting independent analysis.
- Experience driving vendor accountability through scorecards, governance, and structured interventions.
- Track record leading large cross-functional programs with measurable business impact.
- Strong communication and influencing skills with internal and vendor executives.
Nice to have
- Experience managing vendor networks of 2,000+ agents across multiple geographies.
- Background in fintech, technology, or high-growth customer operations.
- Knowledge of compliance-heavy areas such as fraud, payments, or compliance.
- Ability to translate 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 spending stipends.
- Flexible time off and generous holiday calendars.
- Employee stock purchase plan with discounted stock.