Customer Experience Senior Vendor Relationship Manager

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What Robinhood is looking for in applicants

Join a leading fintech company that’s democratizing finance for all.

Robinhood was founded on a simple idea: that our financial markets should be accessible to all. With customers at the heart of our decisions, Robinhood is lowering barriers and providing greater access to financial information. Together, we are building products and services that help create a financial system everyone can participate in.

Just as we focus on our customers, we also strive to create an inclusive environment where our employees can thrive and do impactful work. We are proud of the competitive products and company culture we’ve built and have been recognized as:

  • Forbes Fintech 50 2021
  • Glassdoor Best Places to Work 2021 
  • Inc. Best-Led Companies 2021
  • TIME 100 Most Influential Company 2021

We’re growing and looking for...

We continue to hire Robinhoodies at a rapid pace to drive this journey, and with that growth comes necessary change. We’re seeking culture builders and curious thinkers looking to co-author the next chapters of our story. We’re in build mode, majorly expanding our team while also growing up as a company. Joining now means helping shape our structures and systems, then taking part as we launch into our ambitious future.

Check out life at Robinhood on The Muse!

About the team:

Robinhood is committed to provide world class service to our customers. As a Senior Vendor Manager on our Global Outsourcing team, you will maintain both new and existing vendor relationships, support the vendor selection process, and ensure that vendors fulfill their contractual obligations. You will drive vendor performance and operational excellence across our service partner network to exceed scorecard performance indicators across quality, productivity, and most importantly customer sentiment. You will provide supervisory oversight for our vendors and partner with internal Robinhood stakeholders to positively impact the customer experience. Your work ensures that our service partners flourish and our Customer Experience operations can scale with the continued growth of our company.

What you’ll do day-to-day:

  • Successfully and effectively manage the day-to-day operation and relationship with vendors at a global scale
  • Understand multi-channel call center metrics (Key Performance Indicators) and have extensive work experience driving results and improving frontline associate performance
  • Feel comfortable analyzing raw data and articulating meaningful conversations about business performance
  • Work with internal stakeholders and service partner leaders to identify performance gaps and opportunities to ultimately define and implement action plans
  • Regularly visit vendor sites for relationship building, performance reviews and to assess overall program health; from employee experience to processes and best-practices.
  • Build and maintain strong relationships to properly manage expectations on performance, business requirements and overall service delivery and serve as the primary point of contact for issues and driving procedures and tooling improvements
  • Deployment of new operations and/or services within the customer experience support network

About you:

  • BA/BS degree or equivalent practical experience
  • Minimum 5+ years BPO vendor management and/or experience in support or customer facing operations
  • Ability to identify upstream blockers, prioritize solutions and communicate effectively
  • A solid program manager with experience and ability to oversee multiple vendors or lines of business at once.
  • You possess excellent business acumen with a customer-centric mentality
  • You are motivated to work hard in a fast-paced, ever-changing environment
  • You’re willing to travel up to 30% in a calendar year

Bonus points:

  • In-depth expertise in contact center forecasting, scheduling and capacity planning
  • Previous experience launching and implementing new outsourced operations
  • Lean/Six Sigma experience
  • FINRA Series 7, 63 and 9/10 or 24 licenses

We are excited to share that Robinhood is a primarily remote company! Our mission to democratize finance for all starts with our people, and that means bringing in and supporting Robinhoodies who can best help drive our mission forward — no matter where they’re based in the country. Read more here.

This job is following Robinhood’s Primarily Work from Anywhere model which means the Robinhoodie can work anywhere in the country of employment.

We’re looking for more growth-minded and collaborative people to be a part of our journey in democratizing finance for all. If you’re ready to give 100% in helping us achieve our mission—we’d love to have you apply even if you feel unsure about whether you meet every single requirement in this posting. At Robinhood, we're looking for people invigorated by our mission, values, and drive to change the world, not just those who simply check off all the boxes.

Robinhood promotes diversity and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. Additionally, Robinhood provides reasonable accommodations for candidates on request and respects applicants' privacy rights. To review Robinhood's Privacy Policy please visit Robinhood - US Applicant Privacy Policy.

Click here to learn more about Robinhood’s Benefits.

Robinhood is a primarily remote company. If hired, you will work as a remote employee unless the job you are applying for has a different working model specified. Please reach-out  to your recruiter if you have any questions regarding the job’s working model.

Want some tips on how to get an interview at Robinhood?

What is Robinhood looking for?
If this role looks interesting to you, a great first step is to understand what excites you about the team, product or mission. Take your time thinking about this and then tell the team! Get in touch and communicate that passion.
What are interviews for Customer Experience Senior Vendor Relationship Manager like?
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How to land an interview at Customer Experience Senior Vendor Relationship Manager?
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