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RobinhoodCustomer Experience Manager, Executive Office
Robinhood is hiring a Customer Experience Manager for its Executive Office team, based in Denver, Colorado or Westlake, Texas, with office attendance expected five days a…
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About This Role
Robinhood is hiring a Customer Experience Manager for its Executive Office team, based in Denver, Colorado or Westlake, Texas, with office attendance expected five days a week. The Executive Office sits at the top of Robinhood's support structure and personally handles cases that reach executives, legal staff and regulators. The manager would lead senior customer experience specialists who work on sensitive, complex issues. The job includes setting the strategy and…
Job Description
Robinhood is hiring a Customer Experience Manager for its Executive Office team, based in Denver, Colorado or Westlake, Texas, with office attendance expected five days a week. The Executive Office sits at the top of Robinhood's support structure and personally handles cases that reach executives, legal staff and regulators.
The manager would lead senior customer experience specialists who work on sensitive, complex issues. The job includes setting the strategy and standards for resolution, equipping the team with judgment and tools, and running daily complaint and escalation work. The manager would also coach specialists to sharpen decisions and keep outcomes consistent.
Looking beyond single cases is a large part of the role. The manager would track complaint themes, performance indicators and customer friction to find emerging risks, then turn those findings into fixes across the business. That means working with Compliance, Legal, Product, Operational Readiness plus CX executives, and advising leaders on what complaint patterns mean for wider priorities.
Candidates should have led escalations, complaint handling or other complicated customer operations, and have grown experienced teams. They need to set clear expectations, use data to find opportunities and influence senior leaders in other departments.
Responsibilities
- Set strategy and direct daily operations for complaints and escalations
- Lead and grow a group of senior customer experience specialists
- Set resolution approaches, operating rules and escalation norms
- Watch KPIs, complaint patterns and friction points to spot risks
- Convert lessons from difficult cases into broader fixes with Compliance, Legal and Product
- Improve tools, processes, knowledge resources and automation for specialists
Requirements
- Proven experience leading escalations, complaint handling or other complicated customer operations
- Ability to develop experienced teams and coach judgment in ambiguous cases
- Operational leadership that sets clear expectations and delivers measurable results
- Analytical skills for finding patterns and root causes
- Ability to influence senior leaders and partners across functions
- Minimum of four years managing customer care
- Series 7, 63 and 24 Designated Principal licenses, with Series 9 or 10 accepted in place of the 24
- Series 66 and Series 3 licenses within 180 days of hire
Qualifications
- Undergraduate degree in a closely related discipline
Core Skills
Benefits
- Pay that can grow with impact, plus bonuses, equity and 401(k) matching
- Health coverage with 100 percent paid employee coverage and 90 percent for dependents
- Eligible US staff can join the Robinhood Employee Fund
- Access to leading AI tools and ongoing AI skills training
- Yearly lifestyle wallet for wellness, learning and more
- Employer-paid life and disability insurance, fertility support and mental health benefits
- Holidays, vacation, sick leave, parental leave and catered office amenities
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is the role based?
The role is based in Robinhood's Denver, Colorado or Westlake, Texas office, with office attendance expected five days a week.
What is the base pay range?
The posting lists $115,600 to $136,000 USD for Denver, Westlake and Chicago, with bonus and equity also available.
What licenses are required?
The posting requires Series 7, 63 and 24 Designated Principal licenses, with Series 9 or 10 accepted in place of the 24, plus Series 66 and Series 3 within 180 days of hire.
What experience is required?
The posting asks for four years managing customer care and experience leading escalations or complaint management.
Sample Interview Questions
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