Director, Customer Operations Vendor Strategy & Execution (Fintech)

Location: Remote Canada

Base pay: $199,000–$279,000 per year

Company

Affirm provides consumer financing designed to make credit more transparent, flexible, and free of hidden fees or compounding interest.

What you will do

• Define and execute the strategy for the global customer operations BPO and vendor network.
• Establish governance frameworks, performance standards, scorecards, and accountability mechanisms across vendors.
• Lead executive vendor governance forums, strategic planning, escalation management, and recovery efforts for underperforming relationships.
• Deploy AI and automation across servicing workflows, including agent assist, quality, forecasting, and customer resolution.
• Own vendor performance across CSAT, SLA, compliance, QA, productivity, efficiency, resiliency, and cost optimization.
• Lead vendor migrations, specialization initiatives, operating-model transformations, regulatory implementations, and cross-functional partnerships.

Requirements

• Must be based in Canada; the role is remote within Canada.
• 15+ years of experience in customer operations, including large-scale global BPO vendor programs, operations strategy, or consulting.
• 10+ years leading managers or complex global operational and vendor organizations.
• Experience managing outsourced operations and vendor networks across multiple international geographies.
• Experience with global workforce management, supply and demand planning, AI or automation deployment, analytics, and measurable operational improvements.
• Exceptional communication, executive presence, stakeholder management, and ability to lead diverse international teams.

Nice to have

• Background in fintech, technology, financial services, or another high-growth operational environment.
• Knowledge of fraud, payments, compliance, or financial operations.
• Experience building scalable operating models, governance frameworks, and vendor network strategies.
• Experience leading in fast-paced, rapid-growth environments.

Culture & Benefits

• Remote-first work model, with most roles available remotely within the country of employment.
• Health coverage with premiums fully subsidized for employees and dependents.
• Flexible spending wallets for technology, food, lifestyle, and family-forming expenses.
• Competitive vacation and holiday schedules.
• Employee stock purchase plan and potential equity rewards.

Hiring process

• Inclusive interview experience with reasonable accommodations available for candidates with disabilities.