[Remote] Senior Program Manager I

Note: The job is a remote job and is open to candidates in USA. Affirm is seeking a Partner Manager to lead performance and transformation across its global BPO vendor network. The role drives vendor excellence and customer satisfaction, shapes vendor strategy, and leads cross-functional initiatives using data and operational insights.

Responsibilities

• 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

Skills

• 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
• Industry background in fintech, technology, or high-growth customer operations
• Knowledge of compliance-heavy functions (Fraud, Payments, Compliance)
• Skilled at turning complex data into clear narratives for senior leadership

Benefits

• 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.
• 100% of premiums covered for employees and their dependents for health coverage.
• Monthly stipends support your tech setup and the ability to choose health and wellness options.
• Flexible time off and generous holiday calendars.
• Employee stock purchase plan (ESPP) lets employees buy Affirm stock at a discount.

Company Overview

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