Fraud and Disputes Vendor Management Specialist

Robinhood • Lake Mary, FL

10h • $27 - $37 • Hybrid

About The Position

As a Fraud and Disputes Vendor Management Specialist, you will manage the day-to-day performance of external operations partners and serve as a key connection point between internal Operations teams and vendors. You will clarify expectations, monitor performance, and help identify and resolve issues. Using operational data, you will track SLAs, productivity, quality, staffing, and other key indicators, and partner with vendors on improvement plans. You will also support capacity planning, new program launches, training, and operational changes as the business scales.

The role is based in the Chicago, IL; Denver, CO; Lake Mary, FL; or Westlake, TX offices, with in-person attendance expected at least three days per week. The available schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m. CT.

Requirements

• At least 2 years of experience in vendor management, BPO operations, workforce management, operations, or a related role.
• Strong analytical skills and experience using operational metrics to identify trends and drive performance improvements.
• Strong understanding of operational KPIs such as SLA, productivity, quality, AHT, utilization, and staffing.
• Strong project management and organizational skills, including the ability to manage multiple priorities and stakeholders.
• Strong written and verbal communication skills and the ability to build effective relationships with internal and external partners.
• Ability to identify performance gaps, determine root causes, and hold partners accountable to clear action plans.

Nice To Haves

• Experience managing or partnering with outsourced operations teams.
• Experience with capacity planning, forecasting, staffing, or workforce management.
• Experience in financial services, fintech, fraud, disputes, customer support, or another regulated environment.
• Experience with Salesforce, reporting tools, workforce management platforms, or other operational systems.

Responsibilities

• Manage day-to-day relationships with external operations partners and serve as a primary contact for operational needs.
• Monitor vendor performance across SLA, productivity, quality, customer experience, attendance, and staffing metrics.
• Lead recurring vendor performance reviews and ensure risks, trends, and opportunities have clear owners and action plans.
• Partner with Operations leaders and vendors on capacity planning, staffing forecasts, schedules, hiring, and training needs.
• Identify performance gaps, determine root causes, and partner with vendors to develop and track corrective action plans.
• Prepare vendors for new products, processes, policies, tooling changes, and volume growth.
• Communicate business priorities to vendor teams and translate them into clear expectations.
• Use operational data to identify trends, flag risks proactively, and recommend opportunities to improve performance and efficiency.
• Support vendor expansions, new lines of business, site launches, and other operational changes.
• Maintain governance and documentation regarding vendor performance, commitments, escalations, and operational changes.
• Partner with Fraud and Disputes, Operations Enablement, Risk, Compliance, Quality, Training, and other teams to ensure vendor operations meet internal standards and requirements.

Benefits

• 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.
• Paid company holidays, paid time off, sick time, parental leave, and other time away.
• Catered meals and fully stocked kitchens in the office.
• Location-specific commuter benefits.
• Bonus opportunities in addition to base pay.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed