About the Role
As the Manager, Global BPO Management, you will lead and develop a team of Vendor Managers and Performance Analysts. You will serve as the strategic owner of Robinhood's outsourced operations, overseeing partner relationships, operational performance, and commercial health. In this role, you will collaborate with teams in Product, Finance, and Compliance to drive long-term network strategy and risk diversification. You will balance strategic leadership with hands-on execution to help optimize processes and reduce operating costs. Your leadership will directly influence partner performance and ensure our customers receive high-quality care!
This role is based in our Chicago, IL, Denver, CO and Westlake, TX offices, with in-person attendance expected 5 days per week. At Robinhood, we believe in the power of in-person work to accelerate progress, spark innovation, and strengthen community. Our office experience is intentional, energizing, and designed to fully support high-performing teams.
What You’ll Do
Lead, coach, and develop a team of Vendor Managers and Performance Analysts, fostering a culture of accountability, analytical rigor, and continuous professional growth.
Serve as the primary relationship owner for our global BPO partner network, overseeing operational performance, service delivery, and compliance across all partners.
Establish operational reporting frameworks and analytical models to translate performance metrics into clear, actionable business strategies.
Drive continuous process improvement and cost optimization by conducting root cause analysis and implementing scalable operational solutions.
Coordinate with internal department leaders in Product, Finance, and Legal to execute vendor agreements, manage budgets, and align vendor operations with company goals.
Requirements
What You Bring
- 8+ years of experience in vendor management, BPO, or operational leadership within financial services or technology, including 4+ years of experience managing and developing teams.
- Proven track record of managing global vendor networks, including executing operational governance, service level agreements, and financial budgeting.
- Strong analytical skills with experience using platforms like Looker, Tableau, or SQL to translate operational metrics into clear strategic decisions.
- Experience negotiating and managing commercial contracts, including Master Service Agreements (MSAs) and Statements of Work (SOWs).
- FINRA Series 7, 63, and 9/10 or Series 24 licenses (strongly preferred, or willingness to obtain).
Leadership expectations
Our ambitious roadmap requires a great culture shaped by exceptional leaders. Here’s what we expect from them:
- Drive high performance by setting clear, focused goals, giving real-time feedback, stretching top talent, and scaling impact through focus, innovation, and tech.
- Hire and retain top talent by setting a high bar, hiring only those who raise it, investing in onboarding, and addressing talent issues quickly and fairly.
- Create community by connecting work to purpose, removing friction while prioritizing safety, building trust and inclusion, and leading from the front with integrity.
About the Company
About Robinhood
Founded on the belief that financial markets should be accessible to everyone, Robinhood is transforming how people invest and manage their finances. The company leverages technology to reduce barriers, expand access to financial information, and create products that help customers build confidence in their financial future.