Customer Experience Manager (Executive Office)

Robinhood, a fast-paced and high-performing team dedicated to revolutionizing the financial industry. As the Customer Experience Manager for the Executive Office, you will lead a team of senior specialists in navigating complex and sensitive customer issues.

Responsibilities

• You will set the strategy for exceptional resolution, monitor complaint trends, and partner with cross-functional teams to address root causes and improve the customer experience.
• 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.
• Drive high performance by setting clear, focused goals, giving real-time feedback, stretching top talent, and scaling impact through focus, innovation, and tech.

Requirements

• This is a high-visibility leadership role that requires strong problem-solving skills, operational leadership experience, and the ability to influence and collaborate effectively across senior leaders and cross-functional partners.
• Lead a highly skilled team of senior specialists responsible for navigating complex and sensitive customer issues, setting the strategy and standards for exceptional resolution.
• 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
• USD 102,850 - 155,000