Vendor Operations Lead - Fraud & Disputes

Robinhood Markets, Inc.; Bellevue (WA); Hybrid; USD 43,000 - 51,000; Full time

Benefits offered by this job

Health insurance

Lifestyle wallet

Family forming benefits

Mental health support

Generous time away

Catered meals & commuter benefits

Job summary

Robinhood Markets, Inc. is seeking a Fraud and Disputes Vendor Management Specialist to oversee day-to-day relationships with external operations partners and monitor performance across key metrics.

You will partner with internal teams to plan capacity, forecast staffing, and implement corrective actions, ensuring readiness for new products and processes while supporting site launches and operational changes.

Qualifications

• 2+ years in vendor management, BPO operations, workforce management, or related roles.
• Experience with outsourced operations teams preferred.
• Strong analytical skills with operational metrics to drive performance.
• Understanding of KPIs such as SLA, productivity, quality, AHT, utilization, and staffing.

Responsibilities

• Manage day-to-day relationships with external operations partners and serve as primary contact for operational needs.
• Monitor vendor performance across SLA, productivity, quality, CX, attendance, and staffing.
• Lead recurring vendor performance reviews with clear ownership and action plans.
• Partner with Operations leaders on capacity planning, staffing forecasts, schedules, and training needs.
• Identify performance gaps, determine root causes, and work with vendors on corrective actions.
• Ensure vendors are prepared for new products, processes, and volume growth.
• Communicate business priorities to vendor teams with clear expectations.
• Use data to identify trends, flag risks, and propose improvement opportunities.
• Support vendor expansions and site launches; manage changes.
• Maintain governance and documentation around vendor performance and escalations.
• Collaborate with Fraud, Risk, Compliance, Quality, Training teams to meet standards.

Skills

Vendor management

BPO operations

Workforce management

Data analysis

KPIs

Capacity planning

Project management

Stakeholder management

Financial services knowledge

Salesforce

Tools

Salesforce

Reporting tools

Workforce management platforms

Job description

Robinhood Markets, Inc. is seeking a Fraud and Disputes Vendor Management Specialist to oversee day-to-day relationships with external operations partners and monitor performance across key metrics.

You will partner with internal teams to plan capacity, forecast staffing, and implement corrective actions, ensuring readiness for new products and processes while supporting site launches and operational changes.