Manager of Customer Operations, Robinhood
Money
$96.9-114k
Plus bonus programs and equity
4+ days a week in office
Commission-free stock trading & investing app
Be an early applicant
Commission-free stock trading & investing app
1001+ employees
Be an early applicant
$96.9-114k
Plus bonus programs and equity
4+ days a week in office
1001+ employees
Company mission
To democratize finance for all.
Role
Who you are
- 3+ years of experience managing customer support or operations teams in a fast-paced, high-growth environment
- Strong command of support metrics (e.g., ASAT) and experience using data to improve service quality and team performance
- Proven ability to operate at both a strategic and tactical level, from overseeing daily execution to shaping team and CX strategy
- Demonstrated ability to manage escalations and resolve complex customer issues in partnership with Product and Engineering teams
- A people-focused leadership approach, with experience coaching and developing team members
- Strong communication skills, with the ability to share updates and align priorities across teams
- Our ambitious roadmap requires a great culture shaped by exceptional leaders. Here’s what we expect from them:
- 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 the job involves
- 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
- Robinhood’s Money team is building the next generation of banking and spending products for all Americans. Our team members drive never-before-seen products and features from concept to launch to hyperscale
- As the Customer Operations Manager, you will play a pivotal role in managing the account operations team and executing on customer account operations
- You will be collaborating closely with key external partners, as well as our internal teams including: Engineering, Finance, Product and Legal teams to push forward key initiatives
- Lead day-to-day execution of the customer account operations team, ensuring timely and accurate resolution of customer requests across support channels
- Own customer experience metrics (e.g., ASAT), analyzing trends and implementing changes that satisfaction scores
- Manage escalations end-to-end, coordinating with Customer Experience, Product, Engineering, and Compliance teams to resolve complex issues
- Partner with Product, Engineering, and Compliance to represent customer needs and inform product and process improvements
- Maintain and improve standard operating procedures and internal tools to increase accuracy, reduce handling time, and support team efficiency
Our take
For years, traditional brokers ruled the share trading realm, charging hefty fees that locked out everyday investors. Robinhood emerged as a disruptor, offering commission-free trading and opening the door to a new generation. Since then, expectations have continued to evolve, with investors looking not just to lower costs, but for simpler tools, clearer information, and guidance that makes the market easier to understand.
Robinhood was built to meet those changing expectations, designed from the start as a mobile-first platform that makes investor more accessible and less intimidating for people at every stage of their financial journey. Through its app, users can trade stocks and other financial instruments while benefiting from a clean interface and built-in educational support, helping them move from curiosity to confidence without unnecessary complexity.
Recently, Robinhood has strenghtned its impact too, particularly in the UK. With the launch of AI-powered Digests within its Robinhood Cortex assistant that helps users understand what's driving stock movements in plain English, while upcoming options trading and expanded educational resources add flexibility and depth. Together, these steps position Robinhood as a platform evolving alongside its users, blending technology and education to stay ahead in an ever-changing investment landscape.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 13 rounds)
Feb 2021
$2.4bn
CONVERTIBLE
Jan 2021
$1bn
LATE VC
Total funding: $5.6bn
Company HQ
Downtown Menlo Park, Menlo Park, CA
Leadership
Vlad Tenev
(Co-Founder, CEO & Chairman)Studied Mathematics at Stanford University, where they met Baiju. Dropped out of a PhD to start Robinhood. Alongside Robinhood, Vlad is also the co-founder and Executive Chairman of Harmonic.
Baiju B.
(Co-Founder)Studied Mathematics and Physics at Stanford University, where they met their Vlad and co-founded Robinhood in 2012. Baiju is also the Founder and CEO of Aetherflux.
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