Affirm - Senior Program Manager I

• 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 • 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 - LEquity Grade - 6Employees 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 equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents.)USA base pay range (CA, WA, NY, NJ, CT) per year: $165,000 - $225,000USA base pay range (all other U.S. states) per year: $146,000 - $206,000 • 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. • #LI-Remote • Remote-first with flexibility built inAffirm 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. • Remote-first with flexibility built in • Benefits designed for youOur benefits reflect our commitment to care, transparency, and flexibility. Here are a few highlights: