Skill Compatibility Diagnostics
Live technical match evaluated against role architecture & expected skills.
Consider reviewing the missing technical prerequisites before submitting your application.
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About the Role
Join us in building the future of finance.
Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades. The largest transfer of wealth in human history. If you’re ready to be at the epicenter of this historic cultural and financial shift, keep reading.
About the team + role
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 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.
This role is based in our Denver, CO, Westlake, TX, or Chicago, IL office(s), with in-person attendance expected at least 3 days per week.
At Robinhood, we believe in the power of in-person work to accelerate progress, spark innovation, and strengthen community. Our office experience is intentional, energizing, and designed to fully support high-performing teams.
Key Technical Responsibilities
- check_circle 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
- check_circle Partner with Product, Engineering, Legal, Compliance, and Risk to ensure CX initiatives meet regulatory requirements (FINRA, SEC, state securities regulations)
- check_circle Run governance cadences — steering committees, status reporting, executive updates
- check_circle Own risk identification and mitigation, maintaining RAID logs and escalating regulatory/operational/tech risks
- check_circle Manage external vendor and financial-services partner relationships — contract deliverables, SLAs, escalation paths
- check_circle Own change management for production changes — testing, sign-off, rollback plans
- check_circle Support audits, regulatory exams, and inquiries — documentation, stakeholder responses, evidence gathering
- check_circle Build and maintain KPI/metrics reporting for program health, adoption, business outcomes
- check_circle Serve as BNY Contact Center Engagement Owner during Trump Account incidents — single point of contact for RH's CX team, alongside the incident ATC
- check_circle Lead incident management and business continuity for production issues affecting customer-facing brokerage systems
- check_circle Manage the program's U.S. Treasury waiver and compliance commitments — deadline tracking, renewal reporting
Prerequisites & Qualifications
- check Experience managing complex, multi-stakeholder programs with external financial-services partners, vendors, or regulators
- check Familiarity with financial agency relationships, trustee/custodial structures, or public-sector fintech — or comparable experience in a heavily contracted, multi-party environment
- check Incident management and crisis communication experience — formal severity/on-call processes, cross-company coordination
- check Comfort in ambiguity — building governance/SOPs for a first-of-its-kind program vs. an established playbook
- check Excellent written/verbal communication, executive-level reporting for internal and external audiences
- check Compliance-adjacent experience — regulated-data handling, contractual waiver management, third-party vendor governance
- check Cross-functional leadership across Legal, Compliance, Security, Engineering, CX, and BPO oversight
- check Bachelor's degree or equivalent practical experience; PMP or similar a plus
- check This position is restricted to US citizens or lawful permanent residents due to legal requirements.
About Robinhood Greenhouse Board
Verified hiring organization details.
Robinhood Greenhouse Board is a technology and software entity operating under the broader Robinhood ecosystem, with key operational locations in Denver, CO, and Westlake, TX. The organization focuses on technical development and talent acquisition initiatives to support Robinhood's mission of democratizing finance for all.