About the team:

Robinhood is committed to provide world class service to our customers. As a Senior Vendor Manager on our Global Outsourcing team, you will maintain both new and existing vendor relationships, support the vendor selection process, and ensure that vendors fulfill their contractual obligations. You will drive vendor performance and operational excellence across our service partner network to exceed scorecard performance indicators across quality, productivity, and most importantly customer sentiment. You will provide supervisory oversight for our vendors and partner with internal Robinhood stakeholders to positively impact the customer experience. Your work ensures that our service partners flourish and our Customer Experience operations can scale with the continued growth of our company.

What you’ll do day-to-day:

• Successfully and effectively manage the day-to-day operation and relationship with vendors at a global scale
• Understand multi-channel call center metrics (Key Performance Indicators) and have extensive work experience driving results and improving frontline associate performance
• Feel comfortable analyzing raw data and articulating meaningful conversations about business performance
• Work with internal stakeholders and service partner leaders to identify performance gaps and opportunities to ultimately define and implement action plans
• Regularly visit vendor sites for relationship building, performance reviews and to assess overall program health; from employee experience to processes and best-practices.
• Build and maintain strong relationships to properly manage expectations on performance, business requirements and overall service delivery and serve as the primary point of contact for issues and driving procedures and tooling improvements
• Deployment of new operations and/or services within the customer experience support network

About you:

• BA/BS degree or equivalent practical experience
• Minimum 5+ years BPO vendor management and/or experience in support or customer facing operations
• Ability to identify upstream blockers, prioritize solutions and communicate effectively
• A solid program manager with experience and ability to oversee multiple vendors or lines of business at once.
• You possess excellent business acumen with a customer-centric mentality
• You are motivated to work hard in a fast-paced, ever-changing environment
• You’re willing to travel up to 30% in a calendar year

Bonus points:

• In-depth expertise in contact center forecasting, scheduling and capacity planning
• Previous experience launching and implementing new outsourced operations
• Lean/Six Sigma experience
• FINRA Series 7, 63 and 9/10 or 24 licenses

We are excited to share that Robinhood is a primarily remote company! Our mission to democratize finance for all starts with our people, and that means bringing in and supporting Robinhoodies who can best help drive our mission forward — no matter where they’re based in the country. Read more here.

This job is following Robinhood’s Primarily Work from Anywhere model which means the Robinhoodie can work anywhere in the country of employment.