Description
At Affirm, we exist for the moments that matter,giving people a clear, predictable way to pay over time, with no hidden fees, no surprises, and no tradeoffs on what matters most.
The Operations team delivers seamless customer experiences and enables new product capabilities while ensuring operational excellence. The team owns strategy, planning, technical execution, customer service, fraud operations, process design, quality, training, and program management.
We are seeking a Senior Program Manager I 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.
Responsibilities
- Own vendor performance, including customer experience, service-levels, compliance, and QA outcomes.
- Lead executive-level vendor governance.
- Define operational strategies for horizontal services across the vendor network.
- 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.
- Support Strategic Partnerships by serving as entry point and liaison for unique partner operational needs.
- 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 issues.
- Drive key initiatives such as product/process 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.
Requirements
- 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.
- Industry background in fintech, technology, or high-growth customer operations.
- Knowledge of compliance-heavy functions.
- Skilled at turning complex data into clear narratives for senior leadership.
Benefits
- Health coverage at no cost: We cover 100% of premiums for employees and their dependents.
- Spending stipends: Monthly stipends support your tech setup, and the ability to choose health and wellness options that are right for you.
- Time off to recharge: Flexible time off and generous holiday calendars help you rest when you need to.
- Own a piece of what you build: Our employee stock purchase plan lets you buy Affirm stock at a discount.
Pay Information
- USA base pay range (CA, WA, NY, NJ, CT) per year: $165,000 - $225,000
- USA base pay range (all other U.S. states) per year: $146,000 - $206,000