Senior Program Manager I

Affirm

5d • $146,000 - $225,000 • Remote

About The Position

Affirm is seeking a Partner Manager to lead performance and transformation across its global BPO vendor network. The role is accountable for vendor excellence and customer satisfaction at scale, while shaping long-term vendor strategy and leading large cross-functional initiatives. It requires vendor/BPO management expertise and strong analytical capability to validate, interpret, and act on data. This is a senior Operations leadership role with accountability for outcomes across multiple functional areas and customer needs, requiring strategic oversight, cross-functional leadership, and sound analytical judgment.

The Operations team delivers customer experiences and enables new product capabilities while maintaining operational excellence. It owns strategy, planning, technical execution, customer service, fraud operations, process design, quality, training, and program management, and works to improve efficiency, resolve issues, scale operations, and reduce risk.

Affirm is a remote-first company. Most roles can be performed from almost anywhere within the country of employment, though some positions may occasionally require in-person office work. New hires are invited to attend an in-person onboarding experience. The position's compensation includes base pay and may include equity rewards, monthly health, wellness, and technology stipends, and benefits. The U.S. base pay range is $165,000–$225,000 per year in CA, WA, NY, NJ, and CT, and $146,000–$206,000 per year in other U.S. states.

Requirements

• At least 8 years of expertise in vendor/BPO management, operations, or related fields.
• Strong analytical background, including the ability to define questions, collaborate with analysts to build appropriate tools, and perform independent analysis when needed.
• Demonstrated 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.

Nice To Haves

• Experience managing vendor networks of 2,000 or more agents across multiple geographies.
• Industry background in fintech, technology, or high-growth customer operations.
• Knowledge of compliance-heavy functions such as Fraud, Payments, or Compliance.
• Skill in turning complex data into clear narratives for senior leadership.

Responsibilities

• Own vendor performance, including customer experience, service levels, compliance, and quality assurance outcomes.
• Lead executive-level vendor governance, including quarterly business reviews and escalations.
• Define operational strategies for horizontal services across the vendor network.
• Partner with the Business Analyst team to define the metrics and dashboards needed to run the business.
• Use data to diagnose performance gaps, validate trends, and prioritize interventions.
• Conduct ad hoc analyses and scenario modeling to support rapid decision-making.
• Support Strategic Partnerships as the entry point and liaison for unique partner operational needs.
• Lead initiatives coordinating Operations, Compliance, Product, Risk, Training, Quality Assurance, and Workforce Management.
• Translate vendor insights into cross-functional actions that improve customer experience and compliance outcomes.
• Serve as the senior escalation point for systemic issues.
• Drive initiatives such as product and process rollouts, vendor migrations, and regulatory implementations.
• Design and execute structured change programs, ensuring vendor readiness and sustained adoption.
• Promote continuous improvement and innovation across the vendor network.

Benefits

• 100% subsidized medical coverage for employees and dependents.
• Monthly stipends for technology setup and health and wellness options.
• Flexible time off and generous holiday calendars.
• Employee stock purchase plan (ESPP) allowing employees to buy Affirm stock at a discount.
• Dental and vision coverage for employees and dependents.
• Equity rewards may be included in the total compensation package.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed