Manager, Global BPO Management

Chicago, ILfull timeOn Site

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senior

$153k–$180k

H1B: yes

Robinhood Manager, Global BPO Management leads and develops a team overseeing Robinhood's global Business Process Outsourcing partner network. This role manages partner relationships, operational performance, and commercial health while collaborating cross-functionally to optimize processes and reduce costs.

Responsibilities

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.
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: