Customer Care Program Manager

Skills

About the Role

You will lead end-to-end contact-center program delivery, including scope, milestones, governance, metrics, risks, vendors, and production changes. You will coordinate regulatory and audit activities, manage incidents and business continuity, and track U.S. Treasury waiver and compliance commitments.

Requirements

• Experience managing complex programs with financial-services partners, vendors, or regulators
• Familiarity with financial agency relationships, trustee or custodial structures, or public-sector fintech
• Incident management and crisis communication experience
• Experience building governance and SOPs
• Written and verbal communication skills
• Experience with regulated-data handling, waiver management, and vendor governance
• Cross-functional leadership across Legal, Compliance, Security, Engineering, CX, and BPO oversight
• Bachelor's degree or equivalent practical experience

Responsibilities

• Lead end-to-end contact-center program management
• Partner with Product, Engineering, Legal, Compliance, and Risk on regulatory requirements
• Run governance cadences and executive reporting
• Identify, mitigate, and escalate program risks
• Manage vendor and financial-services partner relationships
• Own change management for production changes
• Support audits, regulatory examinations, and inquiries
• Build KPI and metrics reporting
• Lead incident management and business continuity
• Manage U.S. Treasury waiver and compliance commitments

Benefits

• Bonus programs
• Equity ownership
• 401(k) matching
• 100% paid employee health insurance
• 90% dependent health insurance coverage
• Access to the Robinhood Employee Fund
• Lifestyle wallet
• Employer-paid life insurance
• Employer-paid disability insurance
• Fertility benefits
• Mental health benefits
• Company holidays
• Paid time off
• Sick time
• Parental leave
• Catered meals
• Employee events