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Salary: USD 96,900 - 114,000 / annual
Robinhood is seeking a Customer Experience Manager to lead a high-performing, customer-facing team supporting complex financial topics including ETFs, equities, corporate actions, and market mechanics. You will coach and develop team members, ensure performance targets are met, elevate customer experience, and foster an inclusive team culture. The role includes serving as a subject matter expert on equities and market topics, responding to complex customer escalations, and providing guidance on investment-related topics including custodial accounts, IRAs, and brokerage accounts.
The Core Services team's mission is to provide exceptional client support while upholding Robinhood's values of safety, clarity, and accountability. You will guide your team through change with effective communication, cultivate a positive inclusive culture aligned with company values, and support team members with expertise in financial services.
The team operates seven days a week from 7:00 a.m. to 10:00 p.m. ET. Employees work either five 8-hour shifts or four 10-hour shifts per week, depending on business needs. This role is based in the Westlake, TX office with in-person attendance 5 days per week.
Robinhood emphasizes the power of in-person work to accelerate progress, spark innovation, and strengthen community. Leadership expectations include driving high performance through clear goal-setting and real-time feedback, hiring and retaining top talent by setting a high bar, and creating community by connecting work to purpose while building trust and inclusion.
Compensation includes performance-driven base pay, bonus opportunities, equity ownership, 401(k) matching, 100% paid health insurance for employees with 90% coverage for dependents, access to the Robinhood Employee Fund, access to AI tools and continuous skill-building, lifestyle wallet for wellness and learning, employer-paid life and disability insurance, fertility benefits, mental health benefits, and comprehensive time off including company holidays, PTO, sick time, and parental leave.
**Requirements:**
- Active FINRA licensing (required)
- Prior leadership experience (Team Lead, Supervisor, or Manager) with a track record of achieving results
- Strong interpersonal and communication skills with a passion for mentorship
- Deep subject matter knowledge in financial services, specifically equities, corporate actions, and retirement accounts
- Comfort leading through ambiguity and organizational change
