Customer Experience Manager, Robinhood
Executive Office
$102.8-155k
Plus bonus programs and equity. Salary dependent on location
5 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
$102.8-155k
Plus bonus programs and equity. Salary dependent on location
5 days a week in office
1001+ employees
Company mission
To democratize finance for all.
Role
Who you are
- 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 the ability to identify patterns and root causes beyond individual customer cases
- Ability to influence and collaborate effectively across senior leaders and cross-functional partners, including Compliance, Legal, Product, and Operations
- Minimum four years of experience in a Customer Care management role
- Bachelor's degree in a related field
- Series 7, 63, and 24 Designated Principal licenses (Series 9/10 accepted in lieu of the 24)
- Series 66 and Series 3 required within 180 days of hire
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 Customer Experience team is committed to providing high-quality, comprehensive support for our customers, many of whom are investing for the first time
- As a key part of this organization, the Executive Office team represents the most senior tier of support at Robinhood CX
- Our team takes direct ownership of cases that reach our executives, legal team, and regulatory bodies
- We work diligently to resolve the most complex, sensitive issues our customers face with ethics and integrity at the core of our operations!
- As the Customer Experience Manager, Executive Office, you will lead a highly skilled team of senior specialists responsible for navigating some of our most complex and sensitive customer issues
- You will set the strategy and standards for exceptional resolution, equipping your team with the judgment, tools, and support needed to confidently manage executive, legal, and regulatory escalations
- You will monitor complaint themes and customer friction to identify opportunities for broader improvement, partnering closely with senior CX leadership, Compliance, Legal, Product, and other cross-functional teams to address root causes and strengthen the customer experience
- This is a high-visibility leadership role where you will develop senior talent, drive consistent and thoughtful resolution practices, and ensure the team is prepared to navigate even the most challenging customer situations
- Partner with CX Senior Leadership to set strategy and lead day-to-day operations for complaints management and escalations across our most complex and sensitive customer issues
- Lead and develop a team of senior Customer Experience specialists, setting clear expectations and building the judgment and capabilities needed to navigate complex customer situations
- Coach and develop senior specialists to raise the performance bar, strengthen decision-making, and deliver thoughtful, consistent resolutions
- Establish and continuously improve resolution strategies, operating standards, and escalation practices across the team
- Monitor key performance indicators, complaint trends, and customer friction to identify emerging risks and opportunities for improvement
- Translate insights from complex cases into systemic improvements, partnering across Compliance, Legal, Product, Operational Readiness, and CX leadership to address root causes
- Advise CX leadership on complaint and escalation trends and how they should inform broader business priorities and customer experience strategy
- Partner closely with Compliance and other key stakeholders to ensure complaint-management practices balance customer outcomes, operational effectiveness, and regulatory requirements
- Identify opportunities to improve tooling, processes, knowledge, and automation that enable specialists to resolve complex issues more effectively
- Elevate the voice of the customer, ensuring insights from our most challenging cases inform decisions and improvements across the broader business
- 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
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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