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Salary: USD 112,000 - 132,000 / annual
Robinhood is seeking a Customer Care Program Manager to lead end-to-end program management for the Trump Accounts initiative, a groundbreaking financial product developed in partnership with the U.S. Department of the Treasury and BNY Mellon. This role serves as the single point of accountability for keeping the program's contact center obligations running on schedule and in good standing across multiple internal teams (Legal, Compliance, Operations, Finance, Security, Engineering) and external partners.
Key responsibilities include:
• Lead end-to-end Contact Center program management for complex, cross-functional initiatives—defining scope, milestones, success metrics, and governance structures from kickoff through program lifetime
• Partner with Product, Engineering, Legal, Compliance, and Risk to ensure customer experience initiatives meet regulatory requirements (FINRA, SEC, state securities regulations)
• Run governance cadences including steering committees, status reporting, and executive updates
• Own risk identification and mitigation, maintaining RAID logs and escalating regulatory, operational, and technical risks
• Manage external vendor and financial-services partner relationships, including contract deliverables, SLAs, and escalation paths
• Own change management for production changes—testing, sign-off, and rollback plans
• Support audits, regulatory exams, and inquiries through documentation, stakeholder responses, and evidence gathering
• Build and maintain KPI/metrics reporting for program health, adoption, and business outcomes
• Serve as BNY Contact Center Engagement Owner during Trump Account incidents, acting as single point of contact for Robinhood's CX team
• 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, including deadline tracking and renewal reporting
The role is based in Denver, CO; Chicago, IL; or Westlake, TX, with in-person attendance expected at least 3 days per week.
Requirements:
• 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, including formal severity/on-call processes and cross-company coordination
• Comfort in ambiguity—ability to build governance and SOPs for a first-of-its-kind program versus an established playbook
• Excellent written and verbal communication skills, with ability to deliver executive-level reporting for internal and external audiences
• Compliance-adjacent experience, including regulated-data handling, contractual waiver management, and third-party vendor governance
• Cross-functional leadership capability across Legal, Compliance, Security, Engineering, CX, and BPO oversight
• Bachelor's degree or equivalent practical experience; PMP or similar certification a plus
