Head of Vendor Strategy, Customer Care

Company: Robin Hood
Location: Denver
Posted on: May 3, 2021

Job Description:

Join a leading fintech company that's democratizing finance for all.Robinhood was founded on a simple idea: that our financial markets should be accessible to all. With customers at the heart of our decisions, Robinhood is lowering barriers, removing fees, and providing greater access to financial information. Together, we are building products and services that help create a financial system everyone can participate in.Just as we focus on our customers, we also strive to create an inclusive environment where our employees can thrive and do impactful work. We are proud of the world class products and company culture we continue to build and have been recognized as:A Great Place to WorkA CNBC Disruptor 50 in 2019 and 2020A LinkedIn Top Startup in 2017, 2018, 2019 and 2020Robinhood is backed by leading investors that include DST Global, Index Ventures, NEA, Ribbit Capital, Thrive Capital, and Sequoia.Check out life at Robinhood on The Muse!About the team:As the Head of Vendor Strategy for our Customer Care team, you will be responsible for our entire onshore and offshore vendor strategy. This includes driving the vendor strategy and implementation for Robinhood's Brokerage, Payments and Crypto businesses. You will build and manage the team that brings on new vendors and manages our relationships with our existing vendors. Your work ensures that our vendor operations scale with our customer base and is crucial to sustaining the growth of our company. We begin all of our work with our customers in mind and are looking for someone with a passion for delivering amazing customer experiences.Your day-to-day will involve:Develop and design our onshore and offshore vendor strategy for all Operational teams using vendor agents to scale our services Engage on long-term strategic vendor priorities to increase agent availability, scaling and productivityInfluence our development of internal procedures and processes to ensure they are designed to scale across our entire networkHandle crisis management, quickly scaling up or scaling down new sites and handling things like SLA breachesPartner with our procurement team to negotiate vendor contracts and statements of workDevelop and implement metrics-driven operating norms that will allow you to hold partners consistently accountable for high quality and output at each locationDefine processes and systems to ensure that support workflows we've perfected internally are adhered to across our vendor networkPartner with the Robinhood vendor site leads to coordinate the installation of new support workflows (e.g. for new product launches) and implementation of cross-functional projects in remote locationsAbout you:BA/BS degree or equivalent practical experience10+ years of vendor management and/or global program management experience including experience in support or customer facing operationsYou are data-driven; you have a bias to action and hold yourself accountable to metricsYou have the ability to deeply comprehend the health and performance of a support operation through data/metrics and leverage the insight to drive improved outcomes You have strong communication and influencing skills, experience working with cross-functional teams and global external partners, and can effectively present to varied audiences including executives You're humble and are excited to work in an environment that values output, not reputationYou're a team player and you bring energy to each room you enterYou're willing to travelBonus Points:MBA, MS or other advanced degree with experience in a related fieldYou have experience building a robust vendor operations program from scratchYou are familiar with typical vendor contract structure and are comfortable navigating negotiations with partners We're looking for more growth-minded and collaborative people to be a part of our journey in democratizing finance for all. If you're ready to give 100% in helping us achieve our mission"we'd love to have you apply even if you feel unsure about whether you meet every single requirement in this posting. At Robinhood, we're looking for people invigorated by our mission, values, and drive to change the world, not just those who simply check off all the boxes.Robinhood promotes diversity and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. Additionally, Robinhood provides reasonable accommodations for candidates on request and respects applicants' privacy rights. To review Robinhood's Privacy Policy please visit rbnhd.co/applicant-privacy.SDL2017

Keywords: Robin Hood, Denver , Head of Vendor Strategy, Customer Care, Other , Denver, Colorado