Senior Vendor Relationship Manager

About the team + role

We are building an elite team, applying frontier technologies to the world’s biggest financial problems. We’re looking for bold thinkers. Sharp problem-solvers. Builders who are wired to make an impact. Robinhood isn’t a place for complacency, it’s where ambitious people do the best work of their careers. We’re a high-performing, fast-moving team with ethics at the center of everything we do. Expectations are high, and so are the rewards.

The Global Outsourcing team, part of Robinhood Platform Shared Services, is on a mission to drive operational excellence across our vendor landscape! We manage performance and partnerships across our network of contact center service providers that support key Robinhood functions like Customer Experience, Financial Crimes, Fraud, Account Operations, and Credit. Our collaborative, detail-oriented culture thrives on creating scalable solutions to support Robinhood’s rapid growth.

As a Senior Vendor Relationship Manager, you will take ownership of vendor performance outputs and cross-functional stakeholder relationships. You’ll drive program operations, manage key metrics, coordinate strategic initiatives, and serve as a crucial link between internal business teams and outsourced service partners. This highly visible role is ideal for someone who’s operationally minded, analytically sharp, and passionate about high-quality service delivery.

This role is based in our Chicago, IL; Denver, CO; and Westlake, TX offices, with in-person attendance expected at least 3 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 performance management for third-party service partners, ensuring alignment with KPIs, SLAs, and contract terms
• Coordinate with cross-functional teams—Workforce Management, Business Analytics, L&D, QA, Compliance, and Finance—to support operational enhancements
• Analyze vendor data and financial performance to identify insights and drive improvements
• Partner with internal stakeholders and vendor teams to manage escalations, performance issues, and continuous improvement initiatives
• Document business operations and support the implementation of new programs and processes
• Travel internationally up to 30% of the time to support vendor oversight and business operations

What you bring

• Bachelor’s degree or equivalent practical experience
• 4+ years of experience in BPO vendor management within customer support or operations, preferably in tech or financial services
• Proven ability to manage multiple vendors and business lines simultaneously
• Strong data analysis and reporting skills; proficient in Google Suite
• Demonstrated success working cross-functionally in fast-paced, performance-driven environments
• Experience with contact center metrics, forecasting, and operational planning
• Excellent communication and stakeholder management skills
• Flexible, self-starting, and solutions-oriented with a customer-first mindset
• Bonus points for: Trust & Safety or Financial Crimes experience, Lean/Six Sigma certification, or FINRA licenses (Series 7, 63, 9/10, or 24)

What we offer

• Challenging, high-impact work to grow your career.
• Performance-driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching.
• Best-in-class benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents.
• Lifestyle wall