Customer Care Program Manager

Join Robinhood's Customer Care, Government Products team as a Customer Care Program Manager. In this role, you will lead end-to-end program management for complex, cross-functional initiatives, ensuring compliance with regulatory requirements and managing external vendor relationships. You will also support audits and regulatory exams, build and maintain KPI reporting, and serve as the primary point of contact for incident management and business continuity. This position is restricted to US citizens or lawful permanent residents.

Lead end-to-end Contact Center program management for complex, cross-functional initiatives, ensuring compliance with regulatory requirements.

This position is restricted to US citizens or lawful permanent residents due to legal requirements

USD 112,000 - 132,000

Responsibilities

• Manage external vendor and financial-services partner relationships, overseeing contract deliverables and service level agreements.
• Build and maintain KPI/metrics reporting for program health, adoption, and business outcomes, and serve as the single point of contact for incident management.
• Compliance-adjacent experience — regulated-data handling, contractual waiver management, third-party vendor governance

Requirements

• 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