Manager, Global BPO Management

Robinhood; Charlotte (NC); On-site; USD 134,000 - 158,000; Full time

Benefits offered by this job

Bonus programs

Equity ownership

401(k) matching

Health insurance (employee)

Job summary

Robinhood is seeking a Manager, Global BPO Management to lead a team of Vendor Managers and Performance Analysts. You will own outsourced operations, oversee partner relationships, operational performance, and commercial health. Collaborate with Product, Finance, and Compliance to shape long‑term network strategy, drive cost efficiency, and strengthen risk management.

In this role, you’ll balance strategic oversight with hands‑on execution to optimize processes. The position is based in our U.S.

Qualifications

• 8+ years of experience in vendor management, BPO, or operational leadership within financial services or technology.
• Proven track record of managing global vendor networks, including governance, service levels and budgeting.
• Strong analytical skills using Looker, Tableau or SQL to translate metrics into strategic decisions.

Responsibilities

• Lead, coach, and develop a team of Vendor Managers and Performance Analysts, fostering accountability and growth.
• Oversee partnerships, operational performance, service delivery, and compliance across all BPO partners.
• Establish reporting frameworks and analytical models to translate performance metrics into actionable strategies.
• Drive continuous process improvement and cost optimization through root-cause analysis and scalable solutions.
• Coordinate with Product, Finance, and Legal to execute vendor agreements and align operations with goals.

Skills

Vendor management

BPO

Operational leadership

Looker

Tableau

SQL

Tools

MSAs

SOWs

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. 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 BPO Management team, within Robinhood Customer Care Operations, is responsible for the strategy, governance, performance, and commercial management of Robinhood'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 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.

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
• Access to the Robinhood Employee Fund that gives eligible US employees the opportunity to invest in a private employee fund that provides exposure to Robinhood Ventures funds.
• 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: 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.