Position Summary:
Robinhood is committed to provide world class service to our customers. As a Senior Vendor Manager on our Global Outsourcing team, you will maintain both new and existing vendor relationships, support the vendor selection process, and ensure that vendors fulfill their contractual obligations. You will drive vendor performance and operational excellence across our service partner network to exceed scorecard performance indicators across quality, productivity, and most importantly customer sentiment. You will provide supervisory oversight for our vendors and partner with internal Robinhood stakeholders to positively impact the customer experience. Your work ensures that our service partners flourish and our Customer Experience operations can scale with the continued growth of our company.
Key Responsibilities:
- Feel comfortable analyzing raw data and articulating meaningful conversations about business performance
- Work with internal stakeholders and service partner leaders to identify performance gaps and opportunities to ultimately define and implement action plans
- Understand multi-channel call center metrics (Key Performance Indicators) and have extensive work experience driving results and improving frontline associate performance
- Build and maintain strong relationships to properly manage expectations on performance, business requirements and overall service delivery and serve as the primary point of contact for issues and driving procedures and tooling improvements
- Deployment of new operations and/or services within the customer experience support network
- Successfully and effectively manage the day-to-day operation and relationship with vendors at a global scale
- Regularly visit vendor sites for relationship building, performance reviews and to assess overall program health; from employee experience to processes and best-practices.
Required Education & Experience:
- You possess excellent business acumen with a customer-centric mentality
- In-depth expertise in contact center forecasting, scheduling and capacity planning
- BA/BS degree or equivalent practical experience
- You’re willing to travel up to 30% in a calendar year
- Minimum 5+ years BPO vendor management and/or experience in support or customer facing operations
- A solid program manager with experience and ability to oversee multiple vendors or lines of business at once.
- Previous experience launching and implementing new outsourced operations
- Lean/Six Sigma experience
- Ability to identify upstream blockers, prioritize solutions and communicate effectively
- You are motivated to work hard in a fast-paced, ever-changing environment