About the team:

The preferred location for this position is in or around Robinhood’s offices in Menlo Park, CA, or New York, NY, or Westlake, TX, or Lake Mary, FL, or Denver, CO, with in-office work capabilities, as may be required by management. CX Ops departments are located in Westlake, TX, Lake Mary, FL, and Denver, CO. Given the significant emphasis on the partnership with the CX Ops department, if you are located in a Robinhood office location that is not a CX Ops site, significant travel will be necessary especially during your on-boarding period.

The Customer Care team has the enormous privilege of supporting Robinhood’s customers when they need help the most! Our team crafts the solutions that help customers to find answers to their questions quickly, and get connected to our CX Hoodies for assistance with problems that require hands-on support.

The leader of this team is the chief architect of the vision of the customer support experience at Robinhood and will design the strategy and roadmap that sets the Customer Care Product Managers, and all cross functional partners up for success on delivery and execution.

What you’ll do day-to-day:

• Develop the long term vision for the team and set the roadmap to fulfill that vision.
• Be a primary story-teller of what Customer Support means to the business and consistently champion the customer experience.
• Partner with Engineering, CX Operations, Data Science, Research, and more to build the most accessible, efficient, and high quality customer support experience in the industry.
• Work closely with CX operations to deeply understand how we make great things happen when our representatives talk with our customers.
• Work closely with our Customer Research, GM Product teams, ODA teams, and others to build best-in-class customer self-service solutions (examples include chatbot, self service resolution flows, in-app messaging capabilities, and more…).
• Ensure support for the relevant Customer Care system uptimes, SLA performance, and the effectiveness of system downtime and recovery processes.
• Lead a team of highly engaged product managers and develop their professional skills on a day-to-day basis.
• Invest in employee development and prioritize building high employee morale.
• Build and steward collaborative relationships across design, engineering and operations partners across all levels of the organization.

About you:

• Bachelor’s or Master’s Degree.
• 8+ years product management experience, building and shipping high-quality products.
• Experience working on contact centers.
• Experienced leader with a track record of building and leading diverse teams.
• You have a passion for working with customers and crafting elegant customer experiences.
• Story-telling and the ability to get others on-board and excited about your vision are things you excel at.
• You value different perspectives and you are intentional about building diverse and inclusive teams to work on complicated projects.
• You have familiarity using research, analytics, and experimentation to guide decision making.
• Tenacity, perseverance, and resiliency are key to how you operate.

Bonus points:

• Previous experience working in or adjacent to a CX Operation is a plus.

The expected salary range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. This role is also eligible to participate in a Robinhood bonus plan and Robinhood’s equity plan.

US Zone 1: $191000 - $225000
US Zone 2: $168000 - $198000
US Zone 3: $150000 - $176000