Join a leading fintech company that’s democratizing finance for all.
Robinhood Markets was founded on a simple idea: that our financial markets should be accessible to all. With customers at the heart of our decisions, Robinhood and its subsidiaries and affiliates are 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.
With growth as the top priority...
The business is seeking curious, growth-minded thinkers to help shape our vision, structures and systems; playing a key-role as we launch into our ambitious future. If you’re invigorated by our mission, values, and drive to change the world — we’d love to have you apply.
About the team + role
The Global Outsourcing team, part of Robinhood Platform Shared Services, is looking for a Vendor Relationship Manager that will be responsible for managing performance outputs and stakeholder relationships throughout our Business Partner Outsourced (Service Partner) contact center network. This dynamic and fast-paced 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, Credit support and SAY Technologies.
A top candidate for this role has notable experience in vendor management as well as people management in a performance centric department, preferably in the Tech or 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.
The role is located in the office location(s) listed on this job description which will align with our in-office working environment. Please connect with your recruiter for more information regarding our in-office philosophy and expectations.
What you’ll do
Reporting directly to the Director 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
What you bring
- BA/BS degree or equivalent practical experience
- Minimum 2+ years BPO vendor management and with 5+ years overall 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.
- Proven ability to service and support a range of internal and external customers, often in parallel and within a shifting set of priorities.
- 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 sophisticated concepts to a broad audience with strong skills in Google Suite.
- Skilled analytical problem solver who is able to easily 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 a part 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 and agility
- 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
- Lean/Six Sigma experience
- Demonstrated ability to influence across all levels of the organization
- FINRA Series 7, 63 and 9/10 or 24 licenses (strongly preferred)
What we offer
- Market competitive and pay equity-focused compensation structure
- 100% paid health insurance for employees with 90% coverage for dependents
- Annual lifestyle wallet for personal wellness, learning and development, and more!
- Lifetime maximum benefit for family forming and fertility benefits
- Dedicated mental health support for employees and eligible dependents
- Generous time away including company holidays, paid time off, sick time, parental leave, and more!
- Lively office environment with catered meals, fully stocked kitchens, and geo-specific commuter benefits
We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on September 19, 2024.
Please see the independent bias audit report covering our use of Covey here.
Base pay for the successful applicant will depend on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands. The expected salary range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. This role is also eligible to participate in a Robinhood bonus plan and Robinhood’s equity plan. For other locations not listed, compensation can be discussed with your recruiter during the interview process.
Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC)
$119,000—$140,000 USD
Zone 2 (Denver, CO; Westlake, TX; Chicago, IL)
$105,000—$123,000 USD
Zone 3 (Lake Mary, FL)
$93,000—$109,000 USD
Click here to learn more about available Benefits, which vary by region and Robinhood entity.
We’re looking for more growth-minded and collaborative people to be a part of our journey in democratizing finance for all. If you’re ready to give 100% in helping us achieve our mission—we’d love to have you apply even if you feel unsure about whether you meet every single requirement in this posting. At Robinhood, we’re looking for people invigorated by our mission, values, and drive to change the world, not just those who simply check off all the boxes.
Robinhood embraces a diversity of backgrounds and experiences and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. Additionally, Robinhood provides reasonable accommodations for candidates on request and respects applicants’ privacy rights. Please review the specific Robinhood Privacy Policy applicable to the country where you are applying.
