Manage day-to-day relationships with external operations partners and serve as a primary point of contact for operational needs.

Monitor vendor performance across key metrics including SLA, productivity, quality, customer experience, attendance, and staffing.

Lead recurring vendor performance reviews and ensure risks, trends, and opportunities have clear owners and action plans.

Partner with Operations leaders and vendors on capacity planning, staffing forecasts, schedules, hiring, and training needs.

Identify performance gaps, determine root causes, and partner with vendors to develop and track corrective action plans.

Ensure vendors are prepared for new products, processes, policies, tooling changes, and volume growth.

Partner with internal teams to communicate business priorities and translate them into clear expectations for vendor teams.

Use operational data to identify trends, proactively flag risks, and recommend opportunities to improve performance and efficiency.

Support vendor expansions, new lines of business, site launches, and other operational changes.

Maintain strong governance and documentation around vendor performance, commitments, escalations, and operational changes.

Partner with the Fraud and Disputes Teams, Operations Enablement, Risk, Compliance, Quality, Training, and other teams to ensure vendor operations meet internal standards and requirements.

2+ years of experience in vendor management, BPO operations, workforce management, operations, or a related role.

Fraud and Disputes Vendor Management Specialist

Responsibilities

Qualification

Required

Benefits

Company

Robinhood

More roles at Robinhood