Senior Program Manager I

About Affirm

Role overview

What you'll do

• Own vendor performance across customer experience, service levels, compliance, and quality assurance.
• Lead executive vendor governance, including quarterly business reviews and escalations; define operational strategies for horizontal vendor services.
• Partner with analysts on metrics and dashboards; diagnose performance gaps, validate trends, prioritize interventions, and conduct scenario modeling.
• Coordinate partner operational needs and cross-functional initiatives spanning Operations, Compliance, Product, Risk, Training, Quality Assurance, and Workforce Management.
• Turn vendor insights into actions, serve as senior escalation point, and lead rollouts, migrations, and regulatory implementations.
• Design change programs to establish vendor readiness and adoption; champion continuous improvement and innovation.

What we look for

• 8+ years of experience in vendor/BPO management, operations, or related fields.
• Strong analytical capability, 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 leading large cross-functional programs with measurable business impact.
• Exceptional communication and influencing skills with internal and vendor executives.
• Managing networks of 2,000+ agents across geographies, fintech or technology experience, compliance-heavy function knowledge, and senior-leadership data storytelling are preferred.

Pay and benefits

• Canadian base pay is $128,000–$188,000 per year.
• Total compensation may include monthly health, wellness, and technology stipends, benefits, and eligible equity rewards.
• New employees typically start at the beginning of the pay range; compensation factors include location, experience, and job-related skills.

Workplace

• Affirm describes itself as remote-first; most roles can be performed from almost anywhere within the country of employment.
• Some positions may occasionally require in-person office work, and a few are office-based. This posting includes the remote-first designation.