Customer Experience Manager (Executive Office)
Posted Updated
Description
- 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
- 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
- You will monitor complaint themes and customer friction to identify opportunities for broader improvement, partnering closely with senior CX leadership, Compliance, Legal, Product, and other cross-functional teams to address root causes and strengthen the customer experience
- This is a high-visibility leadership role where you will develop senior talent, drive consistent and thoughtful resolution practices, and ensure the team is prepared to navigate even the most challenging customer situations
- 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
- 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
- Coach and develop senior specialists to raise the performance bar, strengthen decision-making, and deliver thoughtful, consistent resolutions
- Establish and continuously improve resolution strategies, operating standards, and escalation practices across the team
- Monitor key performance indicators, complaint trends, and customer friction to identify emerging risks and opportunities for improvement
- Translate insights from complex cases into systemic improvements, partnering across Compliance, Legal, Product, Operational Readiness, and CX leadership to address root causes
- Advise CX leadership on complaint and escalation trends and how they should inform broader business priorities and customer experience strategy
- Partner closely with Compliance and other key stakeholders to ensure complaint-management practices balance customer outcomes, operational effectiveness, and regulatory requirements
- Identify opportunities to improve tooling, processes, knowledge, and automation that enable specialists to resolve complex issues more effectively
- Elevate the voice of the customer, ensuring insights from our most challenging cases inform decisions and improvements across the broader business
- Our ambitious roadmap requires a great culture shaped by exceptional leaders. Here’s what we expect from them:
- Drive high performance by setting clear, focused goals, giving real-time feedback, stretching top talent, and scaling impact through focus, innovation, and tech
- Hire and retain top talent by setting a high bar, hiring only those who raise it, investing in onboarding, and addressing talent issues quickly and fairly
- Create community by connecting work to purpose, removing friction while prioritizing safety, building trust and inclusion, and leading from the front with integrity
- Series 66 and Series 3 required within 180 days of hire
- Ability to influence and collaborate effectively across senior leaders and cross-functional partners, including Compliance, Legal, Product, and Operations
- Proven ability to lead and develop experienced teams, including coaching sound judgment and decision-making in complex or ambiguous situations
- Strong problem-solving, analytical, and decision-making capabilities, including the ability to identify patterns and root causes beyond individual customer cases
- Strong operational leadership skills with experience setting performance expectations, using data to identify opportunities, and delivering measurable results
- Bachelor’s degree in a related field
- Minimum four years of experience in a Customer Care management role
- Series 7, 63, and 24 Designated Principal licenses (Series 9/10 accepted in lieu of the 24)
- Demonstrated experience leading escalations, complaints management, or other complex customer operations