Manager, Global BPO Management
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
- 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:
Click here to learn more about our Total Rewards, which vary by region and entity.
If our mission energizes you and you’re ready to build the future of finance, we look forward to seeing your application.
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.
Skills
As published by greenhouse · 14 questions
Basics
First Name, Last Name, Email, Phone, Resume/CV, Cover Letter, Location
Short answers (6)
- Have you worked with BPO companies in the past? If so, how many years?
- LinkedIn Profile optional
- Website optional
- How did you hear about this job? optional
- If you answered "Yes" to the above question, please provide additional information here: optional
- If you answered "Yes" to the above question, please provide additional information here: optional
Pick from a list (8)
- Are you able to work in-person 5 days/week at our Chicago, IL, Denver, CO or Westlake, TX office?
- This role requires international travel. Do you have a valid passport that would allow you to travel internationally?
- Are you legally work authorized to work in the US?
- Will you now (or in the future) require visa sponsorship in order to work in the US?
- Have you ever worked for Robinhood as an employee, intern or contractor? Note that providing false or misleading information may result in disqualification from the hiring process.
- Are you willing to work from the office(s) listed on the job description?
- Do you have: a) any Personal/Familial Relationships (current Robinhood employees or employees of Robinhood’s vendors); b) any Outside Business Activities that you wish to continue; c) any investment that is greater than 5% of the outstanding shares of a publicly-traded company; d) any investment in a private company that has a business relationship or that is a current competitor of Robinhood; or e) any Intellectual Property Ownership (patents, trademarks, copyrights) that you wish to retain and/or create/develop while at Robinhood?
- Robinhood adheres to applicable laws and regulations in relation to government officials given inherent bribery and/or corruption risk. A government official is any person that performs a public function on any level or acts in any official capacity on behalf of a government or government owned entity. a) Do you currently hold or have you held, within the last 5 years, a position as a government official? b) Have you been referred or recommended for this position by a government official? c) Are you related to or have a close personal relationship with a government official?