Senior Program Manager

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. 

What You’ll Do:

• 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. QBRs, escalations).
• Define operational strategies for vendor allocations, specialization, and performance recovery.
• 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.
• 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.
• 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).

Base Pay Grade - L
Equity Grade - 6
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: $160,000 - $210,000
USA base pay range (all other U.S. states) per year: $142,000 - $192,000

Employees new to Affirm typically come in at the start of the pay range.
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