Fraud and Disputes Vendor Management Specialist

The role

You will manage the day-to-day performance of external operations partners. You will use data to monitor SLAs, productivity, and quality while partnering with vendors on capacity planning and improvement plans.

What you will do

• Manage day-to-day relationships with external operations partners.
• Monitor vendor performance across key metrics including SLA, productivity, quality, customer experience, attendance, and staffing.
• Lead recurring vendor performance reviews.
• Partner with Operations leaders and vendors on capacity planning, staffing forecasts, schedules, hiring, and training needs.
• Identify performance gaps 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.
• Use operational data to identify trends 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 and operational changes.

Required qualifications

• 2+ years of experience in vendor management, BPO operations, workforce management, operations, or a related role.
• Strong analytical skills and experience using operational metrics to identify trends and drive performance improvements.
• Strong understanding of operational KPIs such as SLA, productivity, quality, AHT, utilization, and staffing.
• Strong project management and organizational skills.
• Strong written and verbal communication skills.
• Ability to identify performance gaps, determine root causes, and hold partners accountable to clear action plans.

Nice to have

• Experience managing or partnering with outsourced operations teams
• Experience with capacity planning, forecasting, staffing, or workforce management
• Experience working in financial services, fintech, fraud, disputes, customer support, or another regulated environment
• Experience with Salesforce, reporting tools, workforce management platforms, or other operational systems

Benefits

• 100% paid health insurance for employees with 90% coverage for dependents
• Annual lifestyle wallet for personal wellness, learning and development, and more!
• Lifetime maximum benefit for family forming and fertility benefits
• Dedicated mental health support for employees and eligible dependents
• Generous time away including company holidays, paid time off, sick time, parental leave, and more!
• Catered meals
• Fully stocked kitchens
• Geo-specific commuter benefits

About the company

Robinhood's mission is to democratize finance for all.