Customer Experience Manager, Money

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.

What you’ll do

• Drive performance, coaching, and development for a team handling banking and credit inquiries.
• Navigate rapid business changes and guide your team through transitions.
• Ensure high schedule effectiveness and strict SLA adherence across the team.
• Actively monitor agent performance, providing constructive feedback and leveraging data to improve team outcomes.
• Partner with cross-functional leaders to advocate for the customer and influence the roadmap.
• Positively contribute to the CX culture, fostering a resilient and customer-obsessed environment.

What you bring

• Strong external banking and credit leadership experience (experience from institutions like Capital One or JP Morgan is highly preferred).
• Proven ability to lead through change and scale a team in a fast-paced environment.
• Strong subject-matter expertise in banking products, credit services, and money movement operations.
• Exceptional time management, interpersonal, communication, and relationship-building skills.
• Passion for coaching, mentorship, and developing future leaders within your team.
• Strong critical thinking and logical problem-solving skills to isolate and resolve escalated issues.
• A proactive mindset to creatively discover ways to improve productivity and quality for the Customer Experience team.

Leadership expectations

• Drive high performance by setting clear, focused goals, giving real-time feedback, stretching top talent, and scaling impact through focus, innovation, and tech.
• Hire and retain top talent by setting a high bar, hiring only those who raise it, investing in onboarding, and addressing talent issues quickly and fairly.
• Create community by connecting work to purpose, removing friction while prioritizing safety, building trust and inclusion, and leading from the front with integrity.

What we offer

• Challenging, high-impact work to grow your career.
• Performance-driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching.
• Best-in-class benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents.
• 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.