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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, this is your opportunity.
Robinhood's Customer Experience team is committed to providing high-quality, comprehensive support for our customers, many of whom are investing for the first time. As a key part of this organization, the Executive Office team represents the most senior tier of support at Robinhood CX. Our team takes direct ownership of cases that reach our executives, legal team, and regulatory bodies. We work diligently to resolve the most complex, sensitive issues our customers face with ethics and integrity at the core of our operations!
As the Customer Experience Manager, Executive Office, you will lead a highly skilled team of senior specialists responsible for navigating some of our most complex and sensitive customer issues. You will set the strategy and standards for exceptional resolution, equipping your team with the judgment, tools, and support needed to confidently manage executive, legal, and regulatory escalations. This is a high-visibility leadership role based in our Denver, CO and Westlake, TX offices, with in-person attendance expected at least 5 days per week.
Key Technical Responsibilities
- check_circle Partner with CX Senior Leadership to set strategy and lead day-to-day operations for complaints management and escalations across our most complex and sensitive customer issues.
- check_circle Lead and develop a team of senior Customer Experience specialists, setting clear expectations and building the judgment and capabilities needed to navigate complex customer situations.
- check_circle Coach and develop senior specialists to raise the performance bar, strengthen decision-making, and deliver thoughtful, consistent resolutions.
- check_circle Establish and continuously improve resolution strategies, operating standards, and escalation practices across the team.
- check_circle Monitor key performance indicators, complaint trends, and customer friction to identify emerging risks and opportunities for improvement.
- check_circle Translate insights from complex cases into systemic improvements, partnering across Compliance, Legal, Product, Operational Readiness, and CX leadership to address root causes.
- check_circle Advise CX leadership on complaint and escalation trends and how they should inform broader business priorities and customer experience strategy.
- check_circle Partner closely with Compliance and other key stakeholders to ensure complaint-management practices balance customer outcomes, operational effectiveness, and regulatory requirements.
- check_circle Identify opportunities to improve tooling, processes, knowledge, and automation that enable specialists to resolve complex issues more effectively.
- check_circle Elevate the voice of the customer, ensuring insights from our most challenging cases inform decisions and improvements across the broader business.
Prerequisites & Qualifications
- check Demonstrated experience leading escalations, complaints management, or other complex customer operations.
- check Proven ability to lead and develop experienced teams, including coaching sound judgment and decision-making in complex or ambiguous situations.
- check Strong operational leadership skills with experience setting performance expectations, using data to identify opportunities, and delivering measurable results.
- check Strong problem-solving, analytical, and decision-making capabilities, including the ability to identify patterns and root causes beyond individual customer cases.
- check Ability to influence and collaborate effectively across senior leaders and cross-functional partners, including Compliance, Legal, Product, and Operations.
- check Minimum four years of experience in a Customer Care management role.
- check Bachelor's degree in a related field.
- check Series 7, 63, and 24 Designated Principal licenses (Series 9/10 accepted in lieu of the 24).
- check Series 66 and Series 3 required within 180 days of hire.
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.