CX Strategy Specialist, Robinhood

• 4+ years of working in project management, program management, operations, or othersimilar roles
• Demonstrable experience executing in the details and continuously improving processes
• Active FINRA licenses and supervision licenses (i.e. 7, 63, 9/10, 24) where functionally necessary, become subject matter expertise in function
• 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 CX 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
• Ambitious self-starter who is comfortable with ambiguity and fast paced environment, consistently pulling necessary information without it being pushed to you
• Curious learner looking to understand other product team dependencies, explore alternative solutions, deep dive new subject matter expertise and aptitude to to become subject matter expertise
• Able to exercise independent thought and judgment, adapt to new tasks, prioritize efforts in a multi-faceted environment and navigate ambiguity of deliverables
• Propensity to understand and communicate the granular detail of customer experiences and the ability to deliver executive summaries and grasp impact across multiple business lines
• Operational resiliency and adaptability, consistently adjusting to needs of the business on a daily, weekly, monthly basis
• Ability to lead and build feedback loops with various stakeholders internally and externally
• 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

• 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
• Robinhood's Customer Experience team is committed to providing an outstanding customer experience
• As CX Strategy Specialist, 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 end-to-end customer experience operations processes, 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 CX 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 agents, 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
• Foster relationships with internal agents servicing the cases, building trust to gather feedback on improvement areas and translate to product effectively, creating valuable feedback loops
• Focus on enhancing operational value through decreasing expenses and increasing efficiencies in the support experience while keeping the customer journey at the center of focus
• Partner with CX leadership and various business partners to prioritize needed processes enhancements and remove launch blockers to improve customer resolution and increase agent quality
• Responsible for decision-making of operational readiness for future product launches within functional area
• Identify gaps in process and product launches, intercept to proactively to fill gaps, and then further investigate to reduce future gaps in real time to mitigate agent 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 the aligned function(s)
• 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
• Communicate problems, solutions and progress to all levels of the org - including highly detailed specifics of individual CX cases to agents and translate learnings to executive level story-telling

• Applications for this role will be accepted ongoing