Senior Program Manager I

About the role

What you’ll do

• Own vendor customer experience, service-level, compliance, and QA outcomes; lead executive governance, reviews, and escalations.
• Define operational strategies for horizontal vendor-network services.
• Partner with Business Analysts to shape operating metrics and dashboards; analyze performance gaps and model scenarios.
• Support Strategic Partnerships as the liaison for distinctive partner operational needs.
• Lead cross-functional initiatives across Operations, Compliance, Product, Risk, Training, QA, and WFM.
• Translate vendor insights into actions that improve customer experience and compliance outcomes.
• Lead product and process rollouts, vendor migrations, and regulatory implementations.
• Design change programs for vendor readiness and adoption, and champion continuous improvement.

What we look for

• 8+ years of experience in vendor/BPO management, operations, or a related field.
• Strong analytical background, including defining questions, working with analysts to develop tools, and conducting independent analysis.
• 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.
• Managing vendor networks of 2,000+ agents across multiple geographies is preferred.
• Fintech, technology, or high-growth customer operations experience is preferred.
• Knowledge of Fraud, Payments, or Compliance functions is preferred.
• Turning complex data into clear narratives for senior leadership is preferred.

Compensation

• Canada base pay range is CAD 128,000–188,000 per year. Compensation depends on location, experience, and job-related skills.
• Total compensation may include equity and monthly spending stipends; benefits include health coverage, time off, and an employee stock purchase plan.

Workplace

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