Shape BPO vendor strategy and accountability at Affirm, combining performance analytics with executive governance in a remote-first Operations environment.

This senior Partner Manager role leads performance and transformation across Affirm’s global BPO vendor network. You will manage customer experience, service levels, compliance, and quality assurance outcomes while supporting strategic partnerships. Success requires vendor expertise, analytical judgment, and influence across Operations, Compliance, Product, Risk, Training, Quality Assurance, and Workforce Management.

Key Responsibilities:

- Drive vendor excellence and customer satisfaction across global operations
- Run quarterly business reviews and senior-level vendor escalations
- Partner with analysts to define metrics and business dashboards




- Diagnose performance gaps and validate trends through data
- Translate vendor insights into cross-functional improvement actions

Requirements:

- Eight-plus years of vendor, BPO, operations, or related expertise
- Ability to define analytical questions and build useful tools
- Proven vendor accountability through governance and scorecards
- Experience leading complex programs across multiple functions
- Explicit communication with internal and vendor executives

Use BPO management, performance analytics, and executive influence to strengthen vendor outcomes and customer experiences for Affirm.

📌 BPO Vendor Performance Director (London)
🏢 Affirm
📍 London