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Customer Care, Program Manager

Robinhood· Brokerage Operations - RHF
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Hybrid (Denver, CO; Westlake, TX; Chicago, IL)$112k - $150kfull-timePosted 3w ago

About the role

Program Manager for end-to-end Customer Care workstream management supporting Trump Accounts developed for the U.S. Treasury in partnership with BNY; accountable for coordinating contact center obligations across Robinhood, BNY, and regulatory/functional teams.

Responsibilities

  • Lead end-to-end Contact Center program management for complex, cross-functional initiatives — scope, milestones, success metrics, governance structures from kickoff through the program lifetime
  • Partner with Product, Engineering, Legal, Compliance, and Risk to ensure CX initiatives meet regulatory requirements (FINRA, SEC, state securities regulations)
  • Run governance cadences — steering committees, status reporting, executive updates
  • Own risk identification and mitigation, maintaining RAID logs and escalating regulatory/operational/tech risks
  • Manage external vendor and financial-services partner relationships — contract deliverables, SLAs, escalation paths
  • Own change management for production changes — testing, sign-off, rollback plans
  • Support audits, regulatory exams, and inquiries — documentation, stakeholder responses, evidence gathering
  • Build and maintain KPI/metrics reporting for program health, adoption, business outcomes
  • Serve as BNY Contact Center Engagement Owner during Trump Account incidents — single point of contact for RH's CX team, alongside the incident ATC
  • Lead incident management and business continuity for production issues affecting customer-facing brokerage systems
  • Manage the program's U.S. Treasury waiver and compliance commitments — deadline tracking, renewal reporting

Qualifications

  • Experience managing complex, multi-stakeholder programs with external financial-services partners, vendors, or regulators
  • 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
  • Comfort in ambiguity — building governance/SOPs for a first-of-its-kind program vs. an established playbook
  • Excellent written/verbal communication, executive-level reporting for internal and external audiences
  • Compliance-adjacent experience — regulated-data handling, contractual waiver management, third-party vendor governance
  • Cross-functional leadership across Legal, Compliance, Security, Engineering, CX, and BPO oversight
  • Bachelor's degree or equivalent practical experience; PMP or similar a plus

Skills

Required:Program managementRegulatory/compliance coordinationIncident management

Benefits

  • Challenging, high-impact work to grow your career
  • Performance driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching
  • Top Tier benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents
  • Access to the Robinhood Employee Fund that gives eligible US employees the opportunity to invest in a private employee fund that provides exposure to Robinhood Ventures funds.
  • Access to the best AI tools on the market and continuous AI skill-building for every employee, technical or not.
  • Lifestyle wallet - a highly flexible benefits spending account for wellness, learning, and more
  • Employer-paid life & disability insurance, fertility benefits, and mental health benefits
  • Time off to recharge including company holidays, paid time off, sick time, parental leave, and more
  • Exceptional office experience with catered meals, events, and comfortable workspaces
Last updated Sep 30, 2026. Interested? Apply on the company site.

About Robinhood

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