Manager, Global BPO Management

Robinhood • Chicago, TX

3d • Onsite

About The Position

The Manager, Global BPO Management leads and develops a team of Vendor Managers and Performance Analysts and serves as the strategic owner of Robinhood’s outsourced operations. The role oversees global BPO partner relationships, operational performance, service delivery, compliance, and commercial health across operational areas including Customer Experience, Financial Crimes, Fraud, Account Operations, and Credit. It combines strategic leadership with hands-on execution to improve processes, diversify risk, and reduce operating costs.

The manager works with teams including Product, Finance, and Legal to shape long-term network strategy, execute vendor agreements, manage budgets, and align vendor operations with company goals. The position is based in the Chicago, Denver, or Westlake office and requires in-person attendance five days per week.

Requirements

• At least 8 years of experience in vendor management, BPO, or operational leadership within financial services or technology.
• At least 4 years of experience managing and developing teams.
• Proven experience managing global vendor networks, including operational governance, service level agreements, and financial budgeting.
• Strong analytical skills and experience using platforms such as Looker, Tableau, or SQL to inform strategic decisions.
• Experience negotiating and managing commercial contracts, including Master Service Agreements (MSAs) and Statements of Work (SOWs).
• In-person attendance at the designated office five days per week.

Nice To Haves

• FINRA Series 7, 63, and 9/10 or Series 24 licenses; willingness to obtain these licenses is also accepted.

Responsibilities

• Lead, coach, and develop a team of Vendor Managers and Performance Analysts, fostering accountability, analytical rigor, and professional growth.
• Own relationships with the global BPO partner network and oversee partner operational performance, service delivery, and compliance.
• Establish operational reporting frameworks and analytical models that turn performance metrics into actionable business strategies.
• Drive continuous process improvement and cost optimization through root cause analysis and scalable operational solutions.
• Coordinate with Product, Finance, and Legal leaders to execute vendor agreements, manage budgets, and align vendor operations with company goals.
• Support long-term network strategy and risk diversification.

Benefits

• Performance-driven compensation, bonus programs, equity ownership, and 401(k) matching.
• 100% employer-paid health insurance for employees and 90% coverage for dependents.
• Flexible lifestyle wallet for wellness, learning, and other eligible spending.
• Employer-paid life and disability insurance.
• Fertility benefits and mental health benefits.
• Company holidays, paid time off, sick time, and parental leave.
• Catered meals, events, and comfortable office workspaces.
• Access to AI tools and continuous AI skill-building.

What This Job Offers

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