Senior Program Manager I

The Operations team delivers seamless customer experiences and enables new product capabilities while ensuring operational excellence. 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. This is a senior leadership role within Operations, with direct accountability for outcomes across multiple functional areas.

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

Requirements

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

Nice to have

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

100% subsidized medical coverage, dental and vision for employees and dependents; Monthly stipends for health, wellness and tech spending; Flexible time off and generous holiday calendars; Employee stock purchase plan (ESPP); Eligibility for equity rewards offered by Affirm Holdings, Inc.