Fraud and Disputes Vendor Management Specialist

Robinhood; Quinte West; Hybrid; CAD 61,000 - 73,000; Full time

Benefits offered by this job

Health insurance

Wellness wallet

Fertility benefits

Mental health support

Paid time off

Commuter benefits

Job summary

Robinhood is hiring a Fraud and Disputes Vendor Management Specialist to oversee external operations partners and ensure performance against SLAs while scaling operations. You will monitor KPIs, drive improvement plans, and support capacity planning across multiple sites.

The role requires managing day-to-day vendor relationships, leading performance reviews, and coordinating with internal teams to align priorities with external partners. Hybrid in-person/office work is expected.

Qualifications

• 2+ years in vendor management or related roles.
• Experience with outsourced operations teams preferred.
• Strong analytical and KPI-focused mindset.

Responsibilities

• Manage day-to-day relationships with external partners and be primary contact for operational needs.
• Monitor vendor performance across SLA, productivity, quality, CX, attendance, staffing.
• Lead recurring vendor performance reviews and drive action plans.
• Partner with Operations and vendors on capacity planning, staffing forecasts, and training needs.
• Identify performance gaps, determine root causes, and drive corrective actions with vendors.
• Ensure vendors are prepared for new products, processes, and volume growth.
• Communicate business priorities to vendor teams and translate into clear expectations.

Skills

Vendor management

BPO ops

Workforce planning

Operations experience

Data analysis

Tools

Salesforce

Reporting tools

Workforce management platforms

CRM systems

Job description

Join us in building the future of finance.

Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades. The largest transfer of wealth in human history. If you’re ready to be at the epicenter of this historic cultural and financial shift, keep reading.

About the team + role

As a Fraud and Disputes Vendor Management Specialist, you will be responsible for the day-to-day management and performance of our external operations partners. You’ll serve as a key connection point between internal Operations teams and our vendors, ensuring expectations are clear, performance is understood, and issues are quickly identified and resolved. You’ll use data to monitor SLAs, productivity, quality, staffing, and other key performance indicators while partnering with vendors to develop and execute improvement plans. You’ll also support capacity planning, new program launches, training, and changes to existing operations as our business continues to scale.

Available shift

• Monday through Friday; 8:00am – 5:00pm CT

This role is based in our Chicago, IL, Denver, CO, Lake Mary, FL 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

• Manage day-to-day relationships with external operations partners and serve as a primary point of contact for operational needs.
• Monitor vendor performance across key metrics including SLA, productivity, quality, customer experience, attendance, and staffing.
• Lead recurring vendor performance reviews and ensure risks, trends, and opportunities have clear owners and action plans.
• Partner with Operations leaders and vendors on capacity planning, staffing forecasts, schedules, hiring, and training needs.
• Identify performance gaps, determine root causes, and partner with vendors to develop and track corrective action plans.
• Ensure vendors are prepared for new products, processes, policies, tooling changes, and volume growth.
• Partner with internal teams to communicate business priorities and translate them into clear expectations for vendor teams.
• Use operational data to identify trends, proactively flag risks, and recommend opportunities to improve performance and efficiency.
• Support vendor expansions, new lines of business, site launches, and other operational changes.
• Maintain strong governance and documentation around vendor performance, commitments, escalations, and operational changes.
• Partner with the Fraud and Disputes Teams, Operations Enablement, Risk, Compliance, Quality, Training, and other teams to ensure vendor operations meet internal standards and requirements.

What you bring

• 2+ years of experience in vendor management, BPO operations, workforce management, operations, or a related role.
• Experience managing or partnering with outsourced operations teams is preferred.
• Strong analytical skills and experience using operational metrics to identify trends and drive performance improvements.
• Strong understanding of operational KPIs such as SLA, productivity, quality, AHT, utilization, and staffing.
• Experience with capacity planning, forecasting, staffing, or workforce management is a plus.
• Strong project management and organizational skills with the ability to manage multiple priorities and stakeholders.
• Strong written and verbal communication skills with the ability to build effective relationships with internal and external partners.
• Ability to identify performance gaps, determine root causes, and hold partners accountable to clear action plans.
• Experience working in financial services, fintech, fraud, disputes, customer support, or another regulated environment is a plus.
• Experience with Salesforce, reporting tools, workforce management platforms, or other operational systems is a plus.

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.

In addition to the base pay range listed below, this role is also eligible for bonus opportunities + benefits.

Base pay for the successful applicant will depend on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands. The expected base pay range for this role is based on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands.

Base Pay Range:

Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC)

$31—$37 USD

Zone 2 (Denver, CO; Westlake, TX; Chicago, IL)

$28—$33 USD

Zone 3 (Lake Mary, FL; Clearwater, FL; Gainesville, FL)

$27—$32 USD

AI Usage Disclosure: Robinhood uses artificial intelligence (AI) tools to support parts of our recruiting process. These tools enhance the efficiency and consistency of our hiring process; however, all hiring decisions are made by our hiring teams.

Robinhood provides equal opportunity for all applicants, offers reasonable accommodations upon request, and complies with applicable equal employment and privacy laws. Inclusion is built into how we hire and work—welcoming different backgrounds, perspectives, and experiences so everyone can do their best. Please review the Privacy Policy for your country of application.