Director, Customer Operations Vendor Strategy & Execution

About This Opportunity

We are representing a confidential fintech organization seeking a senior operations leader to drive their global customer operations vendor strategy. This Director-level role owns the strategic direction, performance, and transformation of a large-scale BPO network delivering customer service across multiple international markets.

This is a leadership position for someone who thinks like an owner and approaches vendor management as a strategic function rather than an administrative one. You'll lead vendor strategy, governance, and performance across the entire servicing network while driving AI-enabled innovation and operational excellence. The role includes direct leadership of Vendor Managers and In-Country Vendor Managers, with scope to expand as the organization's transformation matures.

Responsibilities

• Define and execute long-term strategy for the global customer operations vendor network, balancing experience, efficiency, compliance, and business continuity
• Establish governance frameworks, performance standards, and accountability mechanisms across the vendor ecosystem
• Lead executive-level vendor governance including Quarterly Business Reviews, strategic planning, and escalation management
• Partner with cross-functional teams to deploy AI and automation across servicing workflows—agent assist, quality monitoring, forecasting, and customer resolution
• Own vendor network performance across all metrics: CSAT, SLA compliance, quality assurance, productivity, and efficiency outcomes
• Drive cost optimization programs while maintaining service quality across all global vendors
• Lead large-scale initiatives including vendor migrations, specialization efforts, operating model transformations, and regulatory implementations
• Partner with analytics teams to define vendor reporting, scorecards, and operational health metrics
• Serve as executive escalation point for complex vendor, operational, and customer experience issues
• Build and develop a high-performing team of vendor management professionals with clear accountability and continuous improvement culture

What We're Looking For

Required Qualifications:

• 15+ years in customer operations including large-scale global BPO program management, operations strategy, or consulting for multi-million-customer businesses
• 10+ years leading managers and complex global operational and vendor organizations
• Proven success managing large-scale outsourced operations and vendor networks across multiple international geographies
• Experience leading supply and demand management with global workforce management teams
• Demonstrated experience deploying AI or automation to improve customer operations or BPO environments at scale
• Strong analytical capabilities using data to drive strategic decisions and operational outcomes
• Track record leading large cross-functional initiatives with measurable business impact
• Deep cultural fluency across global geographies with proven ability to build customer-centric, high-performing culture in diverse call-center and BPO environments
• Exceptional communication, executive presence, and stakeholder management skills

Preferred Qualifications:

• Background in fintech, technology, financial services, or high-growth operational environments
• Knowledge of compliance-heavy functions such as fraud, payments, compliance, or financial operations
• Experience building operating models, governance frameworks, and scalable service-delivery organizations
• Experience designing vendor network strategies that balance performance, resiliency, scalability, and risk
• Leadership experience in fast-paced, rapid-growth environments

How We Work With You

Our talent team at Get A Job.ai partners with leading organizations to connect exceptional candidates with transformational opportunities. When you apply through our platform, a dedicated recruiter will review your background and conduct an initial screening. If there's a strong match, we'll submit your profile to our client for consideration and guide you through their interview process.

Please apply exclusively through Get A Job.ai. Do not attempt to contact the client directly, as this may disqualify your candidacy.

Location & Work Arrangement

This position is located in Canada and follows a remote-first model. The role may occasionally require presence at an assigned office location depending on business needs.

Pay

Compensation details will be discussed during the screening process with our recruitment team.

Equal Employment Opportunity: Get A Job.ai is committed to providing equal employment opportunities to all applicants regardless of race, color, religion, sex, national origin, age, disability, genetics, veteran status, sexual orientation, gender identity, or any other protected characteristic under applicable law.