Knowledge Management Strategy Lead, Robinhood
$101-119k
Offers bonus and equity
3+ 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
$101-119k
Offers bonus and equity
3+ days a week in office
1001+ employees
Company mission
To democratize finance for all.
Role
Who you are
- This is a role for someone who is equally fluent in SOPs and go/no-go frameworks, and uses AI to rethink what's possible
- Experienced individual contributor with advanced knowledge of knowledge management and content strategy, and practical experience across multiple related job areas — typically 4-5+ years of relevant experience
- Proven track record of independently owning multiple, more 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
- Leads cross-functional collaboration and influences Product, Engineering, Compliance, and CX partners across all levels across multiple, more complex assigned functions
- Executive-level communication: able to move between granular operational detail and leadership-ready narratives depending on the audience
- Strong project management skills; comfortable holding multiple complex workstreams simultaneously without losing quality
- Uses 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)
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
- The Platforms Knowledge Management team's mission is to ensure Robinhood associates and customers have clear, current, and compliant guidance at their fingertips. We own the knowledge ecosystem — taxonomy, governance, editorial standards, and content lifecycle — and partner closely with CX Strategy, Product, Operations, Compliance, Legal, and Quality to publish SOPs and reusable messaging that are easy to find and use
- As a Knowledge Management Strategy Lead, you will own the full content and readiness lifecycle across multiple, more complex assigned functions — driving knowledge strategy, leading readiness programs, and making meaningful program-level decisions with limited outside support. You lead cross-functional collaboration across all of your functions simultaneously, influence Product, Engineering, Compliance, and CX partners at all levels, and develop colleagues within the team
- Own end-to-end content strategy and knowledge governance for assigned function(s): 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 to drive alignment on readiness and content strategy
- Establish content standards, information architecture, and governance frameworks that scale across functions and raise the bar for the team
- Partner with Customer Support leadership to prepare frontline teams for launches; identify contact drivers and support risks before go-live and develop plans to minimize customer friction
- Analyze metrics across assigned function(s) to identify patterns, inefficiencies, and improvement opportunities; drive post-launch reviews and lead improvement initiatives
- Communicate readiness status, performance insights, and risks to stakeholders at all levels, from operational detail to executive-ready narratives
- Guide, coach, and share functional expertise with colleagues within the team; influence parties inside and outside the department on knowledge management processes and practices
- Use AI to tackle complex, domain-specific knowledge problems — not just speed up routine work. The bar: streamlined workflows, resolved bottlenecks, and consistently higher-quality outcomes delivered faster
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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