Vendor Relationship Manager

Join a leading fintech company that’s democratizing finance for all.

Robinhood was founded on a simple idea: that our financial markets should be accessible to all. With customers at the heart of our decisions, Robinhood is lowering barriers and providing greater access to financial information. Together, we are building products and services that help create a financial system everyone can participate in.

As we continue to build...

We’re seeking curious thinkers looking to co-author the next chapters of our story. Joining now means helping shape our vision, structures and systems; playing a key-role as we launch into our ambitious future.

About the team:

The preferred location for this position is in or around Robinhood's offices in Denver, CO or Lake Mary, FL or Westlake, TX, with in-office work capabilities, as may be required by management.

The Global Outsourcing team, part of Robinhood Platform Shared Services, is looking for a Vendor Relationship Manager that will be responsible for managing relationships and performance throughout our Business Partner Outsourced (Service Partner) contact center network. This high-octane role will own account and program management, performance management, documentation of business operations and related initiatives for the Robinhood business and the various functions supported. This includes Customer Experience, Financial Crimes, Fraud, Account Operations, Content Moderation, and SAY Technologies.

This position requires experience in vendor management and/or people management in a performance centric department, preferably in the Financial Services industry, with additional experience in business requirements development, project management skills and cross-functional teaming. The role will require extensive interaction across multiple cross-functional areas such as Workforce Management, Business Analytics, Finance, Learning and Development, Quality Assurance and Compliance.

This candidate will work closely with the business office/ product managers and will be a liaison between vendors and internal partners, including escalation support, program administration, research and analysis, and overall program operational performance from a business perspective.

What you’ll do day-to-day:

Reporting directly to the Sr. Manager of Global Outsourcing, the ideal candidate achieves project goals by engaging effectively with partners at all levels across the organization, including operations management, technical subject matter experts, business partners, vendors, and senior management. Responsibilities include, but are not limited to:

• Data compilation for all 3rd Party Outsourced Vendors, KPIs and financial performance tracking
• Ensure consistency in key performance metrics and contracts
• Provide input and participation in the development of program enhancements by supporting projects from an operational perspective
• Support a range of internal and external customers, often in parallel and with a shifting set of priorities

About you:

• BA/BS degree or equivalent practical experience
• Minimum 2+ years BPO vendor management and/or experience in support or customer facing operations
• You are a self-starter with a passion to get results, with ownership, accountability, integrity, customer service, and a spirit to succeed.
• You have an ability to identify upstream blockers, prioritize solutions and communicate effectively
• Proven results that exceed objectives with little managerial oversight.
• Outstanding written and verbal communication skills, with the ability to communicate complex concepts to a broad audience with strong skills in Google Suite.
• Skilled analytical problem solver with the ability to identify, prioritize, and resolve various complex operational/ production issues. Ability to analyze and organize a plan based upon available information
• Able to set prioritize and manage expectations, and work both as apart of a team and independently
• Ability to be flexible and realign priorities in a fast-paced environment.
• Skilled in or committed to learning how to assess financial impacts of operational decisions
• You’re a program manager with experience and ability to oversee multiple vendors or lines of business at once
• You possess excellent intuition for business with a customer-centric mentality
• You’re humble and are excited to work in an environment that values output

Bonus points:

• In-depth expertise in contact center forecasting, scheduling and capacity planning
• Trust & Safety/Financial Crimes/Content Moderation experience
• Previous experience launching and implementing new outsourced operations