About The Operations Team The Operations team delivers seamless customer experiences and enables recent product capabilities while ensuring operational excellence. The team owns strategy, planning, technical execution, customer service, fraud operations, process design, quality, training, and program management. Our goal is to deliver seamless support while maintaining high standards and reducing risk.

We are seeking a Partner 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 areas, across customer needs and requiring significant strategic oversight, cross-functional leadership, and sharp analytical judgement. Own vendor performance, including customer experience, service-levels, compliance, and QA outcomes. Lead executive-level vendor governance (e.g.

Define operational strategies for horizontal services across the vendor network. Use data to diagnose performance gaps, validate trends, and prioritize interventions. 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.

Champion continuous improvement and innovation across the vendor network. 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. ~ 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).

Equity

Grade – 5 Base pay is part of a total compensation package that may include monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents). In addition, the employees may be eligible for equity rewards offered by Affirmn Holdings, Inc. (Remote-first with flexibility built in Affirm is proud to be a remote-first company. Some positions may occasionally require in-person work at an Affirmn office, and a few are office-based due to the nature of the work.

Health coverage at no cost: Flexible time off and generous holiday calendars help you rest when you need to. We’re committed to providing an inclusive interview process, including accommodations for candidates with disabilities. If you need support, we’re happy to help.

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