Fraud and Disputes Vendor Management Specialist

About the team + role

As a Fraud and Disputes Vendor Management Specialist, you will be responsible for the day-to-day management and performance of our external operations partners. You’ll serve as a key connection point between internal Operations teams and our vendors, ensuring expectations are clear, performance is understood, and issues are quickly identified and resolved. You’ll use data to monitor SLAs, productivity, quality, staffing, and other key performance indicators while partnering with vendors to develop and execute improvement plans. You’ll also support capacity planning, new program launches, training, and changes to existing operations as our business continues to scale.

Available shift

• Monday through Friday; 8:00am – 5:00pm CT

This role is based in our Chicago, IL, Denver, CO, Lake Mary, FL and Westlake, TX offices with in-person attendance expected at least 3 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

• 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.

What you bring

• 2+ years of experience in vendor management, BPO operations, workforce management, operations, or a related role.
• Experience managing or partnering with outsourced operations teams is preferred.
• 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.
• Experience with capacity planning, forecasting, staffing, or workforce management is a plus.
• Strong project management and organizational skills with the ability to manage multiple priorities and stakeholders.
• Strong written and verbal communication skills with the ability to build effective relationships with internal and external partners.
• Ability to identify performance gaps, determine root causes, and hold partners accountable to clear action plans.
• Experience working in financial services, fintech, fraud, disputes, customer support, or another regulated environment is a plus.
• Experience with Salesforce, reporting tools, workforce management platforms, or other operational systems is a plus.

What we offer

• Market competitive and pay equity-focused compensation structure.
• 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!
• Lively office environment with catered meals, fully stocked kitchens, and geo-specific commuter benefits.