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Salary: USD 115,600 - 136,000 / annual
Robinhood is seeking a Customer Experience Manager for the Executive Office to lead a specialized team handling the most complex and sensitive customer escalations, complaints, and regulatory issues. This is a high-visibility leadership role within the Customer Experience organization.
In this position, you will lead a team of senior Customer Experience specialists responsible for managing executive, legal, and regulatory escalations. You will partner with CX Senior Leadership to set strategy and oversee day-to-day operations for complaints management. Key responsibilities include:
- Leading and developing a team of senior specialists, setting clear expectations and building judgment needed to navigate complex customer situations
- Coaching specialists to raise performance standards, strengthen decision-making, and deliver consistent, thoughtful resolutions
- Establishing and continuously improving resolution strategies, operating standards, and escalation practices
- Monitoring KPIs, complaint trends, and customer friction to identify emerging risks and improvement opportunities
- Translating insights from complex cases into systemic improvements by partnering with Compliance, Legal, Product, and Operations teams
- Advising CX leadership on complaint and escalation trends and their implications for business priorities
- Collaborating with Compliance and stakeholders to ensure complaint-management practices balance customer outcomes, operational effectiveness, and regulatory requirements
- Identifying opportunities to improve tooling, processes, knowledge, and automation
- Elevating customer voice from challenging cases to inform broader business decisions
Robinhood's mission is to democratize finance for all. The company is building an elite team applying frontier technologies to major financial problems. The Executive Office team represents the most senior tier of support at Robinhood CX, taking direct ownership of cases that reach executives, legal teams, and regulatory bodies.
The role is based in Denver, CO and Westlake, TX offices with in-person attendance expected at least 5 days per week. Robinhood emphasizes the value of in-person work for accelerating progress, sparking innovation, and strengthening community.
QUALIFICATIONS:
- Minimum 4 years of experience in a Customer Care management role
- Demonstrated experience leading escalations, complaints management, or other complex customer operations
- Proven ability to lead and develop experienced teams, including coaching sound judgment and decision-making in complex or ambiguous situations
- Strong operational leadership skills with experience setting performance expectations, using data to identify opportunities, and delivering measurable results
- Strong problem-solving, analytical, and decision-making capabilities, including ability to identify patterns and root causes beyond individual cases
- Ability to influence and collaborate effectively across senior leaders and cross-functional partners (Compliance, Legal, Product, Operations)
- Bachelor's degree in a related field
- Series 7, 63, and 24 Designated Principal licenses (Series 9/10 accepted in lieu of 24)
- Series 66 and Series 3 required within 180 days of hire
