Senior Program Manager I

Job summary

The Senior Program Manager will lead performance and transformation across the global BPO vendor network while driving vendor excellence and customer satisfaction. They will also define operational strategies, manage executive-level governance, and lead large cross-functional initiatives across various departments.

Job details

At Affirm, we exist for the moments that matter—giving people a clear, predictable way to pay over time, with no hidden fees, no surprises, and no tradeoffs on what matters most. About the Operations team 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. We drive efficiency, resolve issues quickly, and scale operations as the business grows. Our goal is to deliver seamless support while maintaining high standards and reducing risk. About the role Affirm’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 business. 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. What you’ll do Own vendor performance, including customer experience, service-levels, compliance, and QA outcomes. Lead executive-level vendor governance (e.g. QBRs, escalations). Define operational strategies for horizontal services across the vendor network. Partner with the Business Analyst team to shape what metrics and dashboards are needed to run the business. Use data to diagnose performance gaps, validate trends, and prioritize interventions. Run ad-hoc analyses and scenario modeling to support rapid decision-making. Support Strategic Partnerships by serving as entry point and liaison for unique partner operational needs. 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. Design and execute structured change programs, ensuring vendor readiness and sustained adoption. Champion continuous improvement and innovation across the vendor network. What we look for 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. Proven ability to drive vendor accountability through scorecards, governance, and structured interventions. Track record of leading large, cross-functional programs with measurable business impact. Exceptional communication and influencing skills with internal and vendor executives. 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). Pay Grade - L Equity Grade - 5 Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills. 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 Affirm Holdings, Inc. (parent company). CAN base pay range per year: $128,000 - $188,000 This posting is for an existing vacancy. #LI-Remote Remote-first with flexibility built in Affirm is proud to be a remote-first company. Most roles can be done from almost anywhere within the country of employment. Some positions may occasionally require in-person work at an Affirm office, and a few are office-based due to the nature of the work. All new hires will be invited to attend an in-person onboarding experience. Benefits designed for you Our benefits reflect our commitment to care, transparency, and flexibility. Here are a few highlights: Health coverage at no cost: We cover 100% of premiums for employees and their dependents. Spending stipends: Monthly stipends support your tech setup, and the ability to choose health and wellness options that are right for you. Time off to recharge: Flexible time off and generous holiday calendars help you rest when you need to. Own a piece of what you build: Our employee stock purchase plan (ESPP) lets you buy Affirm stock at a discount. We’re committed to providing an inclusive interview process, including accommodations for candidates with disabilities. If you need support, we’re happy to help. For positions based in San Francisco or Los Angeles: Affirm considers qualified applicants with arrest and conviction records, as required by law. By clicking "Submit Application," you acknowledge that you have read Affirm's Global Candidate Privacy Notice and consent to the use of your personal information as described.

What you’ll do

The Senior Program Manager will lead performance and transformation across the global BPO vendor network while driving vendor excellence and customer satisfaction. They will also define operational strategies, manage executive-level governance, and lead large cross-functional initiatives across various departments.

Requirements

Candidates must have 8+ years of expertise in vendor or BPO management and a strong analytical background to interpret data and drive business decisions. Proven experience in leading large-scale cross-functional programs and exceptional communication skills are essential for this role.

Benefits

• Health coverage
• Dental coverage
• Vision coverage
• Monthly stipends
• Flexible time off
• Holiday calendars
• Employee stock purchase plan

Listed skills

• Operations Management · Preferred
• Data analysis · Preferred
• Change Management · Preferred
• Risk Management · Preferred
• Compliance · Preferred
• Communication · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Vendor management
• BPO management
• Operations management
• Data analysis
• Strategic planning
• Cross-functional leadership
• Performance management
• Governance
• Change management
• Process design
• Risk management
• Compliance
• Customer experience
• Scenario modeling
• Analytical judgment
• Communication
• Dashboard
• Planning
• Management
• Operations
• Coordinating
• Operational Excellence
• Process Design
• Influencing Skills
• Honesty
• Prioritization
• Leadership
• Decision Making
• Innovation
• Continuous Improvement Process
• Financial Services
• Strategic Partnership
• Program Management
• Accountability
• Customer Service
• Financial Technology (FinTech)
• Equities
• Safety Assurance
• Business Continuity Planning
• New Product Development
• Customer Experience Improvement
• Point Of Sale
• Business Process Outsourcing
• Partner Relationship Management

Job areas

• Management & Leadership
• Finance & Accounting
• Customer Service & Support
• Technology
• Data & Analytics
• Program Manager
• Vendor Manager
• Buyers
• Logisticians

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