Senior Program Manager

As a Senior Program Manager, you will be responsible for driving vendor excellence and customer satisfaction at scale, shaping long-term vendor strategy, and leading large cross-functional initiatives. You will own vendor performance, lead executive-level vendor governance, define operational strategies, and translate vendor insights into cross-functional actions.

About Affirm

Affirm, a leading fintech company on a mission to deliver honest financial products that improve lives.

Responsibilities

• This is a senior leadership role within Operations, requiring significant strategic oversight, cross-functional leadership, and sharp analytical judgment.
• Assurer la performance des fournisseurs, y compris l'expérience client, les niveaux de service, la conformité et les résultats de l'assurance qualité.
• Diriger la gouvernance des fournisseurs au niveau exécutif, y compris les revues trimestrielles et les escalades.
• Utiliser les données pour diagnostiquer les lacunes de performance, valider les tendances et prioriser les interventions.
• Skilled at turning complex data into clear narratives for senior leadership (preferred)
• Exceptional communication and influencing skills with internal and vendor executives
• Proven ability to drive vendor accountability through scorecards, governance, and structured interventions

Requirements

• 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
• 8+ years of expertise in vendor/BPO management, operations, or related fields

Preferred

• Industry background in fintech, technology, or high-growth customer operations (preferred)
• Experience managing vendor networks of 2,000+ agents across multiple geographies (preferred)
• Track record of leading large, cross-functional programs with measurable business impact
• Knowledge of compliance-heavy functions (Fraud, Payments, Compliance) (preferred)