Head of Programme Management, Regulatory

Affirm · Remote, United States

About the Operations team
The Operations team delivers seamless customer experiences and enables new product capabilities while ensuring operational excellence. The team owns strategy, planning, technical execution, customer service, fraud operations, process design, quality, training, and program management. We drive efficiency, resolve issues quickly, and scale operations as the business grows. Our goal is to deliver seamless support while maintaining high standards and reducing risk.
Affirm’s mission is to deliver honest financial products to improve lives. We do this by partnering with top companies to offer responsible financial products at the point of sale. Working jointly with our clients, Affirm co-develops and executes on joint partnership strategies to innovate and grow the business.
We are seeking a Partner 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 areas, across customer needs and requiring significant strategic oversight, cross-functional leadership, and sharp analytical judgement.
Own vendor performance, including customer experience, service-levels, compliance, and QA outcomes.
Lead executive-level vendor governance (e.g. Define operational strategies for horizontal services across the vendor network.
Use data to diagnose performance gaps, validate trends, and prioritize interventions.
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.
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.
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.
~ 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 - 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.)
S. states) per year: $146,000 - $206,000#LI-Remote
Remote-first with flexibility built in

Affirm is proud to be a remote-first company. 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. Health coverage at no cost: Flexible time off and generous holiday calendars help you rest when you need to.
Our employee stock purchase plan (ESPP) lets you buy Affirm stock at a discount.
We’re committed to providing an inclusive interview process, including accommodations for candidates with disabilities. If you need support, we’re happy to help.
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