Manager, Global BPO Management

Robinhood; Amarillo (TX); On-site; USD 134,000 - 158,000; Full time

Benefits offered by this job

Bonus opportunities

Equity

401(k) matching

100% paid health insurance for you; 90

Health insurance or dependents"

Job summary

Robinhood in Chicago, Denver, and Westlake seeks a Manager, Global BPO Management to lead Vendor Managers and Performance Analysts. You will own outsourced operations, oversee partner relationships, performance, and commercial health, coordinating with Product, Finance, and Compliance to drive network strategy and cost efficiency.

We expect 8+ years in vendor management and 4+ years leading teams, with strong data analytics skills and experience with BPO networks.

Qualifications

• 8+ years in vendor management or operational leadership in financial services or tech.
• 4+ years leading and developing teams.
• Experience with global BPO networks and governance.
• Proficient in data analytics using Looker/Tableau/SQL.
• Finra licenses (7/63/9/10 or 24) preferred or willing to obtain.

Responsibilities

• Lead and develop a team of Vendor Managers and Analysts.
• Own relationships with global BPO partners and monitor performance.
• Create reporting frameworks translating metrics into strategy.
• Drive process improvements and cost optimization.
• Collaborate with Product, Finance, and Legal to manage budgets and vendor contracts.

Skills

Vendor management

BPO operations

Team leadership

Data analytics

Contract negotiation

FINRA licenses

Tools

Looker

Tableau

SQL

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

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. the company 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 BPO Management team, within the company Customer Care Operations, is responsible for the strategy, governance, performance, and commercial management of the company’s global Business Process Outsourcing (BPO) partner network. We support key operational areas including Customer Experience, Financial Crimes, Fraud, Account Operations, and Credit to ensure our partners operate efficiently and compliantly. Our team fosters a collaborative and supportive culture that values analytical rigor, open feedback, and continuous learning. We work closely with our partners to deliver exceptional support experiences to our customers! Together, we focus on building scalable solutions that help democratize finance for everyone.

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 the company’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 the company, 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.

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.

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
• Top Tier benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents
• Access to the best AI tools on the market and continuous AI skill-building for every employee, technical or not
• Lifestyle wallet - a highly flexible benefits spending account for wellness, learning, and more
• Employer-paid life & disability insurance, fertility benefits, and mental health benefits
• Time off to recharge including company holidays, paid time off, sick time, parental leave, and more!
• Exceptional office experience with catered meals, events, and comfortable workspaces.

In addition to the base pay range listed below, this role is also eligible for bonus opportunities + equity + 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 the location where the work will be performed and is aligned to one of 3 compensation zones. For other locations not listed, compensation can be discussed with your recruiter during the interview process.

Base Pay Range:

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

$153,000—$180,000 USD

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

$134,000—$158,000 USD

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

$119,000—$140,000 USD

AI Usage Disclosure:

the company uses artificial intelligence (AI) tools to support parts of our recruiting process. These tools enhance the efficiency an