Senior Program Manager I

About Affirm

Role overview

What you'll do

• Own vendor performance across customer experience, service levels, compliance, and QA; lead executive vendor governance and escalations.
• Define strategies for horizontal vendor services and partner with Business Analysts to shape business metrics and dashboards.
• Analyze data, diagnose performance gaps, validate trends, prioritize interventions, and conduct ad hoc analysis and scenario modeling.
• Liaise with Strategic Partnerships on unique partner operational needs and coordinate initiatives across Operations, Compliance, Product, Risk, Training, QA, and WFM.
• Turn vendor insights into actions that improve customer experience and compliance; handle systemic escalations.
• Drive product and process rollouts, vendor migrations, and regulatory implementations; design change programs for vendor readiness and sustained adoption.
• Champion continuous improvement and innovation across the vendor network.

What the employer looks for

• 8+ years of vendor/BPO management, operations, or related expertise.
• Strong analytical ability to define questions, work with analysts to build tools, and conduct independent analysis.
• Proven vendor accountability through scorecards, governance, and structured interventions; experience leading large cross-functional programs with measurable impact.
• Exceptional communication and influencing skills with internal and vendor executives.
• Preferred: managing vendor networks of 2,000+ agents across multiple geographies; fintech, technology, or high-growth customer operations background; knowledge of fraud, payments, or compliance functions; communicating complex data clearly to senior leaders.

Pay and benefits

• Canadian base pay range is CAD 128,000–188,000 per year; new employees typically start at the beginning of the pay range.
• Total compensation may include monthly health, wellness, and technology stipends, benefits, and equity rewards.
• Benefits include employer-paid medical coverage, dental and vision coverage, flexible time off, holidays, and an employee stock purchase plan.

Workplace

• The company is remote-first; most roles can be performed from almost anywhere within the country of employment.
• Some positions may occasionally require office attendance, and all new hires are invited to in-person onboarding.