Customer Care, Program Manager
Robinhood · Westlake, TX · 3 wk ago
Information Technology$128k–$150k/yrFull-time
We need to output HTML fragment with sections: About the role? Actually the posting includes "About the team + role" and "What You’ll Do", "What You Bring", "What We Offer". Also includes location and schedule info: "This role is based in our Denver, CO, Westlake, TX, or Chicago, IL office(s), with in-person attendance expected at least 3 days per week." That's schedule info (in-person attendance expected at least 3 days per week). Also pay info: base pay ranges per zone. So we need sections: About the role (maybe use "About the team + role"? The instruction: use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we need to map content accordingly.
We have:
- About the team + role: could be "About the role". Use that heading.
- Responsibilities: "What You’ll Do" list.
- Requirements/Qualifications/Skills: "What You Bring" includes experience, familiarity, etc. Could be Requirements and Qualifications. We'll combine maybe as "Requirements". But we can also have separate "Qualifications" and "Skills". However we should only include sections when there is real specific content. We have content for responsibilities, requirements, qualifications, skills, benefits, pay, schedule.
We need to avoid repeating job title as heading. No Job ID.
We need to remove boilerplate: EEO, privacy policy, etc. Also remove "Click here to learn more about our Total Rewards..." maybe part of benefits? It's a link but we can keep as part of benefits? It's not substantive detail; it's a link. Probably we can drop that line.
We need to preserve all substantive information.
Let's extract:
About the role (team + role):
Paragraph: "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 Customer Care, Government Products team supports industry-changing products in collaboration with the U.S. Government, expanding financial access for millions of Americans. This role leads end-to-end Customer Care workstream management for Trump Accounts, developed and managed on behalf of the U.S. Department of the Treasury in partnership with BNY. The Program Manager is the single point of accountability for keeping the program's contact center obligations — to BNY, the U.S. Treasury, and Robinhood's own Legal, Compliance, Operations, Finance, Security, and Engineering teams — running on schedule and in good standing. This role is based in our Denver, CO, Westlake, TX, or Chicago, IL office(s), 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."
We can split: first paragraph about mission maybe part of About the role. Then location and schedule maybe separate Schedule section.
But we need to include schedule: "in-person attendance expected at least 3 days per week." Also location: Denver, CO; Westlake, TX; Chicago, IL.
Pay: base pay ranges per zone.
Benefits: list of benefits: "Challenging, high-impact work to grow your career", "Performance driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching", "Top Tier benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents", "Access to the Robinhood Employee Fund...", "Access to the best AI tools on the market and continuous AI skill-building for every employee, technical or not.", "Lifestyle wallet - a highly flexible benefits spending account for wellness, learning, and more", "Employer-paid life & disability insurance, fertility benefits, and mental health benefits", "Time off to recharge including company holidays, paid time off, sick time, parental leave, and more!", "Exceptional office experience with catered meals, events, and comfortable workspaces." Also "In addition to the base pay range listed below, this role is also eligible for bonus opportunities + equity + benefits." That's part of compensation.
We need to output only HTML fragment, no markdown.
We'll create sections:
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we need to map content accordingly.
We have:
- About the team + role: could be "About the role". Use that heading.
- Responsibilities: "What You’ll Do" list.
- Requirements/Qualifications/Skills: "What You Bring" includes experience, familiarity, etc. Could be Requirements and Qualifications. We'll combine maybe as "Requirements". But we can also have separate "Qualifications" and "Skills". However we should only include sections when there is real specific content. We have content for responsibilities, requirements, qualifications, skills, benefits, pay, schedule.
We need to avoid repeating job title as heading. No Job ID.
We need to remove boilerplate: EEO, privacy policy, etc. Also remove "Click here to learn more about our Total Rewards..." maybe part of benefits? It's a link but we can keep as part of benefits? It's not substantive detail; it's a link. Probably we can drop that line.
We need to preserve all substantive information.
Let's extract:
About the role (team + role):
Paragraph: "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 Customer Care, Government Products team supports industry-changing products in collaboration with the U.S. Government, expanding financial access for millions of Americans. This role leads end-to-end Customer Care workstream management for Trump Accounts, developed and managed on behalf of the U.S. Department of the Treasury in partnership with BNY. The Program Manager is the single point of accountability for keeping the program's contact center obligations — to BNY, the U.S. Treasury, and Robinhood's own Legal, Compliance, Operations, Finance, Security, and Engineering teams — running on schedule and in good standing. This role is based in our Denver, CO, Westlake, TX, or Chicago, IL office(s), 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."
We can split: first paragraph about mission maybe part of About the role. Then location and schedule maybe separate Schedule section.
But we need to include schedule: "in-person attendance expected at least 3 days per week." Also location: Denver, CO; Westlake, TX; Chicago, IL.
Pay: base pay ranges per zone.
Benefits: list of benefits: "Challenging, high-impact work to grow your career", "Performance driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching", "Top Tier benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents", "Access to the Robinhood Employee Fund...", "Access to the best AI tools on the market and continuous AI skill-building for every employee, technical or not.", "Lifestyle wallet - a highly flexible benefits spending account for wellness, learning, and more", "Employer-paid life & disability insurance, fertility benefits, and mental health benefits", "Time off to recharge including company holidays, paid time off, sick time, parental leave, and more!", "Exceptional office experience with catered meals, events, and comfortable workspaces." Also "In addition to the base pay range listed below, this role is also eligible for bonus opportunities + equity + benefits." That's part of compensation.
We need to output only HTML fragment, no markdown.
We'll create sections:
About the role
...
Responsibilities
- ...
Requirements
- ...
Qualifications
but we can combine. But instruction: Prefer a few substantive sections over many thin ones. So maybe we have About the role, Responsibilities, Requirements, Benefits, Pay, Schedule. We'll put Requirements covering experience, familiarity, incident management, comfort in ambiguity, communication, compliance-adjacent experience, cross-functional leadership, education. We'll not repeat similar content. Now we need to extract bullet points from "What You’ll Do". Let's list: - Lead end-to-end Contact Center program management for complex, cross-functional initiatives — scope, milestones, success metrics, governance structures from kickoff through the program lifetime - Partner with Product, Engineering, Legal, Compliance, and Risk to ensure CX initiatives meet regulatory requirements (FINRA, SEC, state securities regulations) - Run governance cadences — steering committees, status reporting, executive updates - Own risk identification and mitigation, maintaining RAID logs and escalating regulatory/operational/tech risks - Manage external vendor and financial-services partner relationships — contract deliverables, SLAs, escalation paths - Own change management for production changes — testing, sign-off, rollback plans - Support audits, regulatory exams, and inquiries — documentation, stakeholder responses, evidence gathering - Build and maintain KPI/metrics reporting for program health, adoption, business outcomes - Serve as BNY Contact Center Engagement Owner during Trump Account incidents — single point of contact for RH's CX team, alongside the incident ATC - Lead incident management and business continuity for production issues affecting customer-facing brokerage systems - Manage the program's U.S. Treasury waiver and compliance commitments — deadline tracking, renewal reporting Now "What You Bring": - Experience managing complex, multi-stakeholder programs with external financial-services partners, vendors, or regulators - Familiarity with financial agency relationships, trustee/custodial structures, or public-sector fintech — or comparable experience in a heavily contracted, multi-party environment - Incident management and crisis communication experience — formal severity/on-call processes, cross-company coordination - Comfort in ambiguity — building governance/SOPs for a first-of-its-kind program vs. an established playbook - Excellent written/verbal communication, executive-level reporting for internal and external audiences - Compliance-adjacent experience — regulated-data handling, contractual waiver management, third-party vendor governance - Cross-functional leadership across Legal, Compliance, Security, Engineering, CX, and BPO oversight - Bachelor's degree or equivalent practical experience; PMP or similar a plus Now "What We Offer" benefits list: - Challenging, high-impact work to grow your career - Performance driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching - Top Tier benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents - Access to the Robinhood Employee Fund that gives eligible US employees the opportunity to invest in a private employee fund that provides exposure to Robinhood Ventures funds. - Access to the best AI tools on the market and continuous AI skill-building for every employee, technical or not. - Lifestyle wallet - a highly flexible benefits spending account for wellness, learning, and more - Employer-paid life & disability insurance, fertility benefits, and mental health benefits - Time off to recharge including company holidays, paid time off, sick time, parental leave, and more! - Exceptional office experience with catered meals, events, and comfortable workspaces. - In addition to the base pay range listed below, this role is also eligible for bonus opportunities + equity + benefits. Now Pay: base pay ranges per zone: Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC) $128,000—$150,000 USD Zone 2 (Denver, CO; Westlake, TX; Chicago, IL) $112,000—$132,000 USD Zone 3 (Lake Mary, FL; Clearwater, FL; Gainesville, FL) $99,000—$117,000 USD Also note: "Base pay for the successful applicant will depend on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands. The expected base pay range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. For other locations not listed, compensation can be discussed with your recruiter during the interview process." We can include that as part of Pay section. Schedule: "This role is based in our Denver, CO, Westlake, TX, or Chicago, IL office(s), with in-person attendance expected at least 3 days per week." Also mention office experience intentional etc. Could be part of Schedule or Benefits. We'll make Schedule section. Now we need to ensure we don't include boilerplate: EEO, privacy policy, etc. Remove lines: "Robinhood provides equal opportunity for all applicants, offers reasonable accommodations upon request, and complies with applicable equal employment and privacy laws. Inclusion is built into how we hire and work—welcoming different backgrounds, perspectives, and experiences so everyone can do their best. Please review the Privacy Policy for your country of application." Also remove "Click here to learn more about our Total Rewards, which vary by region and entity." Also maybe remove "If our mission energizes you and you’re ready to build the future of finance, we look forward to seeing your application." That's a call to action; maybe considered boilerplate? It's application instruction; we should remove application instructions. So drop that. Now produce HTML. We'll wrap sections inand
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Let's craft.
About the role paragraph: combine mission and team description. We'll produce a concise paragraph preserving all substantive info.
We need to preserve all substantive information; not summarizing away detail. So we need to keep the details but can rephrase? The instruction: "Preserve ALL substantive information; do NOT invent or summarize away detail." So we should not omit details, but we can rephrase? It says do not summarize away detail; we can keep the same sentences. Probably best to keep original sentences but we can split into multiple
if needed. We'll keep the original text but maybe break into paragraphs for readability. Let's extract the About the role text exactly: "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