Customer Experience Manager Executive Office
Robinhood helps users invest in stocks, ETFs, options, and cryptocurrencies through commission-free trading with no minimum account requirements.
Maintainer signals as of 9/25/2026
Funding history
Investors
Projects
About Robinhood
Robinhood helps retail investors access financial markets through commission-free trading of stocks, ETFs, options, and cryptocurrencies. With it, users can invest with no account minimums, earn rewards through retirement accounts with matching contributions, and access advanced trading tools. Robinhood democratizes investing by making financial markets accessible to everyone, not just wealthy investors.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will lead complaint management and escalations for complex and sensitive customer matters. You will develop senior specialists, establish resolution standards, monitor performance and complaint trends, improve processes and tools, partner with Compliance, Legal, Product, and Operations, and advise leadership on customer-experience risks and opportunities.
Requirements
- Experience leading escalations, complaints management, or complex customer operations
- Experience leading and developing experienced teams
- Operational leadership and data analysis
- Problem-solving and decision-making
- Cross-functional collaboration with Compliance, Legal, Product, and Operations
- At least four years of Customer Care management experience
- Bachelor's degree in a related field
- Series 7, Series 63, and Series 24 licenses, or Series 9/10 in lieu of Series 24
- Series 66 and Series 3 within 180 days of hire
Responsibilities
- Set strategy and lead complaint-management and escalation operations
- Lead and develop senior customer experience specialists
- Coach specialists on judgment, decision-making, and resolution quality
- Improve resolution strategies, operating standards, and escalation practices
- Monitor performance indicators, complaint trends, and customer friction
- Translate case insights into systemic improvements
- Partner with Compliance, Legal, Product, Operational Readiness, and CX leadership
- Advise leadership on complaint and escalation trends
- Improve tooling, processes, knowledge, and automation
- Elevate customer insights in business decisions
Benefits
- Bonus opportunities
- Equity ownership
- 401(k) matching
- Health insurance fully paid for employees with 90% dependent coverage
- Access to the Robinhood Employee Fund for eligible US employees
- Lifestyle wallet for wellness, learning, and more
- Employer-paid life and disability insurance
- Fertility benefits
- Mental health benefits
- Company holidays
- Paid time off
- Sick time
- Parental leave
- Catered meals
- Office events