About the position

Robinhood's Customer Experience team is committed to providing world-class service for our customers — many of whom are investing for the first time. The Executive Office team is the most senior tier of support at Robinhood CX: it owns the cases that reach our executives, legal team, and regulators, and resolves the most complex, sensitive issues our customers face. In this role, you'll lead that team. You'll set resolution strategies for executive, legal, and regulatory escalations, monitor complaint trends across the customer base, and partner directly with CX Senior Leadership, Compliance, and the executive team to drive those trends down. It's a high-visibility role with real ownership — you'll empower a group of our most senior CX specialists to resolve any scenario a customer brings to us, and you'll be the voice of the customer as the primary responder to our most escalated situations. This role is based in our Chicago, IL, Denver, CO, or Westlake, TX 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.

Responsibilities

• Partner with CX Senior Leadership to set high-level strategy and run day-to-day operations for complaints management and escalations across our most sensitive case types.
• Manage all operational and performance aspects of a multi-faceted team, delivering strong results while developing your team members' skills.
• Coach senior customer experience specialists to raise the performance bar across the team
• Advise and make recommendations on how complaints and escalations integrate into broader business priorities, goals, and objectives.
• Monitor key performance metrics and measurement standards, and produce reporting for the areas you support.
• Partner closely with Compliance to align complaint-reduction strategies with the operational realities of the team.
• Use operational data and customer topic analysis to identify and drive process improvements.
• Identify technology improvements, best practices, and trends that drive a cost-effective, positive customer experience and strengthen our customer care strategy.

Requirements

• Demonstrated experience with escalations management
• Excellent planning and organization skills with ability to implement and deliver on quantitative goals
• Problem solving and decision-making capabilities; strong analytical skills
• Minimum four years experience in a Customer Care management role
• The ability to perform knowledge transfer training to other team members
• Bachelor’s Degree in related field
• Hold the Series 7, 63, and 24 Designated Principal license (9/10 accepted in lieu of the 24)
• Series 66 and Series 3 Required within 180 days of hire

Benefits

• Performance-driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching.
• Best-in-class benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents.
• Lifestyle wallet — a highly flexible benefits spending account for wellness, learning, and more.
• Employer-paid life & disability insurance, fertility benefits, and mental health benefits.
• Time off to recharge including company holidays, paid time off, sick time, parental leave, and more!
• Exceptional office experience with catered meals, events, and comfortable workspaces.