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Salary: USD 101,000 - 119,000 / annual
Robinhood is seeking a Knowledge & Operational Readiness Lead to own the full content and readiness lifecycle across multiple complex functions. This role sits within the Platforms Knowledge Management team, which ensures Robinhood associates and customers have clear, current, and compliant guidance.
You will drive knowledge strategy, lead readiness programs, and make meaningful program-level decisions with limited outside support. Key responsibilities include:
• Own end-to-end content strategy and knowledge governance for assigned functions: creation, maintenance, and continuous improvement of Help Center articles, SOPs, runbooks, playbooks, escalation paths, policy documentation, and support workflows
• Lead readiness planning for product launches, policy updates, process changes, and operational initiatives — including go/no-go recommendations, risk registers, mitigation plans, and post-launch retrospectives
• Lead cross-functional collaboration across all assigned functions simultaneously, influencing Product, Engineering, Operations, Customer Support, Compliance, Risk, and Training partners at all levels
• Establish content standards, information architecture, and governance frameworks that scale across functions
• Partner with Customer Support leadership to prepare frontline teams for launches; identify contact drivers and support risks before go-live
• Analyze metrics across assigned functions to identify patterns, inefficiencies, and improvement opportunities; drive post-launch reviews
• Communicate readiness status, performance insights, and risks to stakeholders at all levels, from operational detail to executive narratives
• Guide, coach, and share functional expertise with colleagues; influence parties inside and outside the department on knowledge management processes
• Use AI to tackle complex, domain-specific knowledge problems — streamlining workflows, resolving bottlenecks, and delivering consistently higher-quality outcomes faster
This is a hybrid role based in Denver, CO or Westlake, TX, with in-person attendance expected at least 3 days per week (Wednesday, Thursday, Friday).
REQUIREMENTS:
• 4-5+ years of relevant experience as an experienced individual contributor with advanced knowledge of knowledge management and content strategy
• Proven track record of independently owning multiple, complex functions end-to-end and making meaningful program-level decisions with limited outside support
• Deep knowledge management and content strategy background: governance, information architecture, content lifecycle, and knowledge base operations
• Ability to lead cross-functional collaboration and influence Product, Engineering, Compliance, and CX partners across all levels
• Executive-level communication skills: able to move between granular operational detail and leadership-ready narratives depending on audience
• Strong project management skills; comfortable holding multiple complex workstreams simultaneously without losing quality
• Ability to use AI to tackle hard, domain-specific problems — not just to speed up work but to rethink what's possible
• Active FINRA licenses where functionally necessary; deep subject matter expertise in assigned function(s)
