Customer Experience Manager, RHM Executive Office

About the role

An estimated $124 trillion of assets will be inherited by younger generations in the next two decades. Robinhood's Customer Experience team is committed to providing world-class service for our customers — many of whom are investing for the first time. The Executive Office team is the most senior tier of support at Robinhood CX: it owns the cases that reach our executives, legal team, and regulators, and resolves the most complex, sensitive issues our customers face.

What You’ll Do

• Partner with CX Senior Leadership to set high-level strategy and run day-to-day operations for complaints management and escalations across our most sensitive case types.
• Manage all operational and performance aspects of a multi-faceted team, delivering strong results while developing your team members' skills.
• Coach senior customer experience specialists to raise the performance bar across the team.
• Advise and make recommendations on how complaints and escalations integrate into broader business priorities, goals, and objectives.
• Monitor key performance metrics and measurement standards, and produce reporting for the areas you support.
• Partner closely with Compliance to align complaint-reduction strategies with the operational realities of the team.
• Use operational data and customer topic analysis to identify and drive process improvements.
• Identify technology improvements, best practices, and trends that drive a cost-effective, positive customer experience and strengthen our customer care strategy.

What You Bring

• Demonstrated experience with escalations management.
• Excellent planning and organization skills with ability to implement and deliver on quantitative goals.
• Problem solving and decision-making capabilities; strong analytical skills.
• Minimum four years experience in a Customer Care management role.
• The ability to perform knowledge transfer training to other team members.
• Bachelor’s Degree in related field.
• Hold the Series 7, 63, and 24 Designated Principal license (9/10 accepted in lieu of the 24).
• Series 66 and Series 3 Required within 180 days of hire.

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!

Base Pay Range

• Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC): $131,750—$155,000 USD
• Zone 2 (Denver, CO; Westlake, TX; Chicago, IL): $115,600—$136,000 USD
• Zone 3 (Lake Mary, FL; Clearwater, FL; Gainesville, FL): $102,850—$121,000 USD