Vendor Manager
Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.
We're looking for an exceptional program manager to scale operations, support our growing business and lead operations and manage relationships! The ideal candidate will have knowledge of customer care operations and collections processes and strong business sense and judgement with the ability to lead cross functional programs/projects, build new processes, drive continuous improvements and implement technology to support new businesses, vendors and partners. He/she should be well versed with sourcing process and should have independently managed RFPs.
What You'll Do
- Manage a network of customer care and collections providers and hold vendors accountable to SLAs, compliance and contractual obligations
- Manage end to end process of selecting and on-boarding a new vendors, including designing and roll out of RFP, vendor selection, contract negotiating, risk assessment and on-boarding of the new vendor
- Develop a deep understanding of Affirm’s business and workforce strategies and combine that knowledge with an understanding of industry standards to develop and deliver on key performance indicators
- Identify strategic improvement opportunities beyond standard industry practices
- Periodical review of contractual terms with each partner, identify contractual improvement areas and identify a roadmap for re-negotiation and any cost improvement opportunities
- Drive cross-vendor change management and reengineering activities including implementing new processes, systems, tools/technologies, metrics and improved organizational alignment
- Engage with internal customers and our business partners to deliver new and innovative capabilities
- Provide consultative support in regards to capacity planning, scheduling, and reporting (including trend analysis) to drive decisions made in partnership with Workforce Management
- Establish vendor communication and change management strategy that drives transparency and alignment
What We Look For
- 8+ years of experience in vendor management or relevant field
- Prior vendor or operations management experience with expertise in evaluating performance of vendors, holding vendors accountable to SLAs, optimizing contracts through negotiations, and resolving reliability/dependency issues with vendor networks
- Outsourcing experience and knowledge of outsourcing landscape including legal, financial and technology components of outsourcing
- Program management, communication, negotiating and influencing experience with a track record of achieving engagement from cross-functional partners
- Prior project and process management (lean six sigma) experience highly desirable and/or IAOP certification is desirable
- Self-starter with strong sense of urgency and accountability
- Highly self-motivated, attentive to detail, and enjoys learning new things
- Skilled in focusing on desired results, determining what is important, clarifying next steps and prioritizing work effectively to meet deadlines and achieve desired results
- Ability to make discretionary decisions based on research, with certain degree of creativity and latitude
- Up to 30% travel required
Location
We’re excited to announce that Affirm is now a remote-first company! This role can be located anywhere in the U.S. and Canada (with the exception of Quebec). Remote based employees may occasionally travel to an Affirm office for meetings or team building events. Our offices in San Francisco, New York City, Pittsburgh, Chicago, and Salt Lake City will remain operational and accessible for anyone to use on a voluntary basis.
Please note that visa sponsorship is not available for this position.
If you got to this point, we hope you're feeling excited about the job description you just read. Even if you don't feel that you meet every single requirement, we still encourage you to apply. We're eager to meet people that believe in Affirm's mission and can contribute to our team in a variety of ways – not just candidates who check all the boxes.
At Affirm, "People Come First" is a core value and that’s why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our D&I program here and our progress thus far in our 2019 D&I report.
We also believe “It’s On Us” to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.
We will consider for employment qualified applicants with arrest and conviction records in accordance with applicable federal, state and local laws, including the San Francisco Fair Chance Ordinance. By clicking "Submit Application," I acknowledge that I have read the Affirm Employment Privacy Policy, and hereby consent to the collection, processing, use, and storage of my personal information as described therein.