Manager, Global BPO Management
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 partner relationships, operational performance, service delivery, compliance, and commercial health across Robinhood's global Business Process Outsourcing (BPO) partner network. The team supports operational areas including Customer Experience, Financial Crimes, Fraud, Account Operations, and Credit. The manager works with internal partners, including Product, Finance, and Legal, to shape long-term network strategy and risk diversification, execute vendor agreements, manage budgets, and align operations with company goals. The position combines strategic leadership with hands-on execution to improve processes, optimize costs, and ensure high-quality customer care. This role is based in the Chicago, Illinois; Denver, Colorado; or Westlake, Texas offices, with in-person attendance expected 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 turn operational metrics into strategic decisions.
- Experience negotiating and managing commercial contracts, including Master Service Agreements (MSAs) and Statements of Work (SOWs).
Nice To Haves
- FINRA Series 7, 63, and 9/10 or Series 24 licenses; strongly preferred, or willingness to obtain.
Responsibilities
- Lead, coach, and develop a team of Vendor Managers and Performance Analysts, fostering accountability, analytical rigor, and continuous 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 translate performance metrics into actionable business strategies.
- Drive continuous process improvement and cost optimization through root cause analysis and scalable operational solutions.
- Coordinate with leaders in Product, Finance, and Legal to execute vendor agreements, manage budgets, and align vendor operations with company goals.
Benefits
- Performance-driven compensation, bonus programs, equity ownership, and 401(k) matching.
- 100% paid health insurance for employees and 90% coverage for dependents.
- Access to AI tools and continuous AI skill-building.
- Flexible lifestyle benefits spending account for wellness, learning, and other needs.
- Employer-paid life and disability insurance.
- Fertility benefits and mental health benefits.
- Company holidays, paid time off, sick time, parental leave, and other time off.
- Catered meals, events, and comfortable workspaces.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
