Manager, Global BPO Management

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