Customer Care Program Manager
Posted Updated
Description
- 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
- Compliance-adjacent experience — regulated-data handling, contractual waiver management, third-party vendor governance
- 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
- Excellent written/verbal communication, executive-level reporting for internal and external audiences
- Experience managing complex, multi-stakeholder programs with external financial-services partners, vendors, or regulators
- Bachelor’s degree or equivalent practical experience; PMP or similar a plus
- Cross-functional leadership across Legal, Compliance, Security, Engineering, CX, and BPO oversight
- Comfort in ambiguity — building governance/SOPs for a first-of-its-kind program vs. an established playbook
- This position is restricted to US citizens or lawful permanent residents due to legal requirements