Customer Experience Manager, RHM Executive Office

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

• 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!
• Exceptional office experience with catered meals, events, and comfortable workspaces.