Operations Strategy Lead, Robinhood

• The business is seeking curious, growth-minded thinkers to help shape our vision, structures and systems; playing a key-role as we launch into our ambitious future
• If you’re invigorated by our mission, values, and drive to change the world — we’d love to have you apply
• 4+ years of working in project management, program management, operations, or other similar roles
• Demonstrable experience executing in the details and continuously improving processes
• Excellent customer service, written and verbal communication skills with a passion enhance the customer experience
• Ability to quickly build relationships and develop cross-functional connections with partners outside of Platform Ops
• Exceptional organizational and time management skills to drive accountability and progress with high attention to detail
• Capacity to drive and manage multiple projects to completion simultaneously while being an advocate for the agent and customer experience
• Able to exercise independent thought and judgment, adapt to new tasks, prioritize efforts in a multi-faceted environment and navigate ambiguity of deliverables
• Operational resiliency and adaptability, consistently adjusting to needs of the business on a daily, weekly, monthly basis
• Proficiency in database analysis and leveraging data to influence business partners decisions
• Schedule flexibility as we evolve to meet the growing demands of our customers (working across multiple time zones)

Desirable

• Robinhood's Platforms Operations team supports all International and Domestic Lines of business by providing back office services for Account Opening/Maintenance, Asset Movements, and Transitional services (Estate, POA, Divorces)
• As Strategy Lead, you will support the CX team in the following areas including but not limited to product launch operations readiness, continuous review of the team's effectiveness and efficiency, and leading through any change management
• Lead and coordinate transformational change across operational process lifecycle, policies, and procedures—ensuring improvements are both efficient and effective throughout implementation
• Act as a strategic liaison between Operations and cross-functional partners in Product and Engineering
• Serve as the primary point of contact for functionally aligned initiatives, ensuring operational procedures are accurately represented in product and process decisions
• Support both the launch of new features/products and deliver feedback to enhance existing systems
• Own launch readiness documentation, including the creation and delivery of the launch readiness checklist for all new initiatives
• Facilitate post-mortems to gather stakeholder feedback and document developments for continuous improvement
• Build strong relationships with internal stakeholders, developing trust and gathering insights on operational pain points
• Translate feedback into actionable input for product teams, creating a valuable feedback loop to drive improvements
• Partner with CX strategy lead leadership and various business partners to prioritize needed process enhancements that will improve overall operational efficiency and decrease negative customer impact
• Responsible for decision-making of operational readiness for future product launches within functional area
• Track all operational tooling and product needs and working with product and engineering partners to prioritize, develop intercept to proactively to fill gaps, and then further investigate to reduce future gaps in real time to mitigate inefficiencies and customer friction
• Partner with Knowledge Management and Quality Assurance to update all changes on the progress for all process-related updates (i.e. Standard Operating Procedures) and ad-hoc needs for each function
• Investing in CX leader product knowledge and understanding to accelerate technical coaching with agents, thus driving high-quality educational conversations with customers in their respective function(s)
• Gather, prioritize and take action on vendor performance through feedback loops and tooling requirements
• Designated decision maker for process updates in surge/outage scenarios