The Operations team delivers seamless customer experiences and enables new product capabilities while ensuring operational excellenceThe team owns strategy, planning, technical execution, customer service, fraud operations, process design, quality, training, and program management. We drive efficiency, resolve issues quickly, and scale operations as the business growsOur goal is to deliver seamless support while maintaining high standards and reducing riskAffirm’s mission is to deliver honest financial products to improve lives. We do this by partnering with top companies to offer responsible financial products at the point of sale. Working jointly with our clients, Affirm co-develops and executes on joint partnership strategies to innovate and grow the businessWe are seeking a Partner Manager to lead performance and transformation across our global BPO vendor networkThis 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 scaleThis 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 judgementOwn vendor performance, including customer experience, service-levels, compliance, and QA outcomesLead executive-level vendor governance (e.G. QBRs,



escalations)Define operational strategies for horizontal services across the vendor networkPartner with the Business Analyst team to shape what metrics and dashboards are needed to run the businessUse data to diagnose performance gaps, validate trends, and prioritize interventionsRun ad-hoc analyses and scenario modeling to support rapid decision-makingSupport Strategic Partnerships by serving as entry point and liaison for unique partner operational needsLead initiatives that require coordination across Operations, Compliance, Product, Risk, Training, QA, and WFMTranslate vendor insights into cross-functional actions that improve customer experience and compliance outcomesAct as senior escalation point for systemic issuesDrive key initiatives such as product/process rollouts, vendor migrations, or regulatory implementationsDesign and execute structured change programs, ensuring vendor readiness and sustained adoptionChampion continuous improvement and innovation across the vendor networkBenefits Compensation: We have a straightforward, flexible, and transparent remote-first compensation structure so you can make the best decisions for yourself and your familySpending Wallets: Access tech, food, lifestyle, and family planning wallets for your expensesSupportive Communities:



Get involved with our employee resource groups and community groupsRemote-first Workforce: If your role is remote, you can set up shop anywhere in your home countryGenerous Time Off: Take the time you need when life happensHealth Benefits: Get a plan that fits your needsMental Healthcare: Take care of your mind with great mental health programsParental Leave: Birth and non-birth parents get 18 weeks’ paid leave. Plus, a 4-week return-to-work transition program, at full base payAway Days: We offer 20 company-wide paid days off—which help our teams collectively pause to rechargeLearning & Development: Engage in exciting learning programs to level up your growthSkilled at turning complex data into clear narratives for senior leadership (preferred)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 Exceptional communication and influencing skills with internal and vendor executives Proven ability to drive vendor accountability through scorecards, governance, and structured interventions 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 impact8+ years of expertise in vendor/BPO management, operations, or related fields Knowledge of compliance-heavy functions (Fraud, Payments, Compliance) (preferred)#J-18808-Ljbffr

📌 Senior Program Manager (Quebec City)
🏢 Affirm
📍 Quebec City