Customer Experience Manager, Core Services

<div class="content-intro"><h2>Join us in building the future of finance.</h2> <p>Our mission is to democratize finance for all. <a href="https://www.cerulli.com/press-releases/cerulli-anticipates-124-trillion-in-wealth-will-transfer-through-2048" target="_blank">An estimated $124 trillion of assets</a> will be inherited by younger generations in the next two decades. The largest transfer of wealth in human history. If you’re ready to be at the epicenter of this historic cultural and financial shift, keep reading.</p></div><h2><strong>About the team + role</strong></h2> <p>We are building an elite team, applying frontier technologies to the world’s biggest financial problems. We’re looking for bold thinkers. Sharp problem-solvers. Builders who are wired to make an impact. Robinhood isn’t a place for complacency, it’s where ambitious people do the best work of their careers. We’re a high-performing, fast-moving team with ethics at the center of everything we do. Expectations are high, and so are the rewards.&nbsp;</p> <p>The Customer Experience team’s mission is to provide exceptional client support across complex financial topics like stock trading, corporate actions, and market mechanics. We focus on delivering world-class service while upholding Robinhood’s values of safety, clarity, and accountability.</p> <p>As a Customer Experience Manager, Core Services, you will lead a high-performing, customer-facing team and play a vital role in coaching, developing, and inspiring team members. You’ll ensure performance targets are met, elevate the customer experience, and foster an inclusive and energizing team culture. You’ll also serve as a subject matter expert on equities and market topics!</p> <p><strong>Schedule &amp; Work Environment</strong><strong><br></strong><strong>This role is based in our Denver, CO or Westlake, TX office and requires in-office attendance.</strong></p> <p><strong>The team operates seven days a week from 7:00 a.m. to 10:00 p.m. ET. Employees will work either five 8-hour shifts or four 10-hour shifts per week, depending on business needs. Specific schedules will be determined after hire.</strong></p> <p>At Robinhood, we believe in the power of in-person work to accelerate progress, spark innovation, and strengthen community. Our office experience is intentional, energizing, and designed to fully support high-performing teams.</p> <h2><strong>What you’ll do</strong></h2> <ul> <li>Coach and develop a team of customer experience professionals, focusing on performance across key qualitative and quantitative metrics</li> <li>Cultivate a positive, inclusive team culture that aligns with Robinhood’s values</li> <li>Guide your team through change with effective communication and clarity</li> <li>Respond to complex customer issues and serve as an escalation point for inquiries related to stock trading, corporate actions, and market mechanics</li> <li>Support your team with expertise in equities-related topics including options, margin, and futures</li> </ul> <h2><strong>What you bring</strong></h2> <ul> <li>Active FINRA Series 7, 63, and 24 (or 9/10) licenses required</li> <li>Prior leadership experience (e.g., Team Lead, Supervisor, or Manager) with a proven ability to drive results</li> <li>Strong interpersonal and communication skills, with a passion for mentorship</li> <li>Deep subject matter knowledge in financial services, specifically equities, corporate actions, and retirements</li> <li>Comfortable leading through ambiguity and organizational change</li> </ul> <h2><strong>Leadership expectations</strong></h2> <p>Our ambitious roadmap requires a great culture shaped by exceptional leaders. Here’s what we expect from them:</p> <ul> <li>Drive high performance by setting clear, focused goals, giving real-time feedback, stretching top talent, and scaling impact through focus, innovation, and tech.</li> <li>Hire and retain top talent by setting a high bar, hiring only those who raise it, investing in onboarding, and addressing talent issues quickly and fairly.</li> <li>Create community by connecting work to purpose, removing friction while prioritizing safety, building trust and inclusion, and leading from the front with integrity.</li> </ul> <h2><strong>What we offer</strong></h2> <ul> <li>Challenging, high-impact work to grow your career.</li> <li>Performance-driven compensation with multipliers for outsized impact, bonus programs, equity ow