Head of Programme Management

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.

We are seeking a Senior Program 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 PODs and significant strategic oversight, cross-functional leadership, and sharp analytical judgement.

Vendor Strategy & Governance, Analytics & Decision Enablement, Cross-Functional Leadership and Change & Transformation.

Own vendor performance across 1–2 functional PODs, including CSAT, SLA, compliance, and QA outcomes.

Lead executive-level vendor governance (e.g. Define operational strategies for vendor allocations, specialization, and performance recovery.

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 vendor or POD-level issues.

Drive key initiatives such as POD specialization 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 Affirm Holdings, Inc. (LI-Remote Affirm is proud to be a remote-first company! The majority of our roles are remote and you can work almost anywhere within the country of employment. Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirm office. A limited number of roles remain office-based due to the nature of their job responsibilities.

Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents

Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses

Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge

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