What are the responsibilities and job description for the Vendor Relationship Manager position at Robinhood?

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.

Apply promptly! A high volume of applicants is expected for the role as detailed below, do not wait to send your CV.

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

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