Customer Care Program Manager, Robinhood
$112-132k
+ Performance driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching
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
$112-132k
+ Performance driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching
3 days a week in office
1001+ employees
Company mission
To democratize finance for all.
Role
Who you are
- Experience managing complex, multi-stakeholder programs with external financial-services partners, vendors, or regulators
- Familiarity with financial agency relationships, trustee/custodial structures, or public-sector fintech — or comparable experience in a heavily contracted, multi-party environment
- Incident management and crisis communication experience — formal severity/on-call processes, cross-company coordination
- Comfort in ambiguity — building governance/SOPs for a first-of-its-kind program vs. an established playbook
- Excellent written/verbal communication, executive-level reporting for internal and external audiences
- Compliance-adjacent experience — regulated-data handling, contractual waiver management, third-party vendor governance
- Cross-functional leadership across Legal, Compliance, Security, Engineering, CX, and BPO oversight
- Bachelor's degree or equivalent practical experience; PMP or similar a plus
- This position is restricted to US citizens or lawful permanent residents due to legal requirements
What the job involves
- The Customer Care, Government Products team supports industry-changing products in collaboration with the U.S. Government, expanding financial access for millions of Americans. This role leads end-to-end Customer Care workstream management for Trump Accounts, developed and managed on behalf of the U.S. Department of the Treasury in partnership with BNY
- The Program Manager is the single point of accountability for keeping the program's contact center obligations — to BNY, the U.S. Treasury, and Robinhood's own Legal, Compliance, Operations, Finance, Security, and Engineering teams — running on schedule and in good standing
- Lead end-to-end Contact Center program management for complex, cross-functional initiatives — scope, milestones, success metrics, governance structures from kickoff through the program lifetime
- Partner with Product, Engineering, Legal, Compliance, and Risk to ensure CX initiatives meet regulatory requirements (FINRA, SEC, state securities regulations)
- Run governance cadences — steering committees, status reporting, executive updates
- Own risk identification and mitigation, maintaining RAID logs and escalating regulatory/operational/tech risks
- Manage external vendor and financial-services partner relationships — contract deliverables, SLAs, escalation paths
- Own change management for production changes — testing, sign-off, rollback plans
- Support audits, regulatory exams, and inquiries — documentation, stakeholder responses, evidence gathering
- Build and maintain KPI/metrics reporting for program health, adoption, business outcomes
- Serve as BNY Contact Center Engagement Owner during Trump Account incidents — single point of contact for RH's CX team, alongside the incident ATC
- Lead incident management and business continuity for production issues affecting customer-facing brokerage systems
- Manage the program's U.S. Treasury waiver and compliance commitments — deadline tracking, renewal reporting
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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