The Operations team delivers seamless customer experiences and enables new 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

We have a simple, flexible, and transparent remote-first compensation structure so you can make the best decisions for yourself and your family

Access tech, food, lifestyle, and family planning wallets for your expenses

Supportive Communities: Get involved with our employee resource groups and community groups

Remote-first Workforce: If your role is remote, you can set up shop anywhere in your home country

Health Benefits: Get a plan that fits your needs

Parental Leave: Away Days: We offer 20 company-wide paid days off—which help our teams collectively pause to recharge

Skilled at turning complex data into clear narratives for senior leadership (preferred)Solid analytical background with the ability to define the right questions, work with analysts to build the right tools, and run independent analysis when neededExceptional communication and influencing skills with internal and vendor executivesProven ability to drive vendor accountability through scorecards, governance, and structured interventionsIndustry 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 fieldsKnowledge of compliance-heavy functions (Fraud, Payments, Compliance) (preferred) #

📌 Senior Program Coordinator - Full Time / À Temps Plein (Ottawa)
🏢 Affirm
📍 Ottawa