Vendor Manager

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).

Base Pay Grade - J
Equity Grade - 6

Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills. Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents).

USA base pay range (CA, WA, NY, NJ, CT) per year: $130,000 - $170,000
USA base pay range (all other U.S. states) per year: $115,000 - $155,000

Employees new to Affirm typically come in at the start of the pay range.

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