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Knowledge & Operational Readiness Lead

Robinhood· Customer Care
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Hybrid (Denver, CO / Westlake, TX)$101k - $119kFull-timePosted 3w ago

About the role

Role focused on owning content and readiness lifecycle across complex functions, driving knowledge strategy, readiness programs, and cross-functional collaboration with Product, Engineering, Compliance, CX, and more. Emphasizes use of AI to rethink possibilities and improve knowledge management processes.

Responsibilities

  • Own end-to-end content strategy and knowledge governance for assigned function(s): creation, maintenance, and continuous improvement of Help Center articles, SOPs, runbooks, playbooks, escalation paths, policy documentation, and support workflows
  • Lead readiness planning for product launches, policy updates, process changes, and operational initiatives — including go/no-go recommendations, risk registers, mitigation plans, and post-launch retrospectives
  • Lead cross-functional collaboration across all assigned functions simultaneously — influencing Product, Engineering, Operations, Customer Support, Compliance, Risk, and Training partners at all levels to drive alignment on readiness and content strategy
  • Establish content standards, information architecture, and governance frameworks that scale across functions and raise the bar for the team
  • Partner with Customer Support leadership to prepare frontline teams for launches; identify contact drivers and support risks before go-live and develop plans to minimize customer friction
  • Analyze metrics across assigned function(s) to identify patterns, inefficiencies, and improvement opportunities; drive post-launch reviews and lead improvement initiatives
  • Communicate readiness status, performance insights, and risks to stakeholders at all levels, from operational detail to executive-ready narratives
  • Guide, coach, and share functional expertise with colleagues within the team; influence parties inside and outside the department on knowledge management processes and practices
  • Use AI to tackle complex, domain-specific knowledge problems — not just speed up routine work. The bar: streamlined workflows, resolved bottlenecks, and consistently higher-quality outcomes delivered faster.

Qualifications

  • Experienced individual contributor with advanced knowledge of knowledge management and content strategy, typically 4-5+ years of relevant experience
  • Proven track record of independently owning multiple, more complex functions end-to-end and making meaningful program-level decisions with limited outside support
  • Deep knowledge management and content strategy background: governance, information architecture, content lifecycle, and knowledge base operations
  • Leads cross-functional collaboration and influences Product, Engineering, Compliance, and CX partners across all levels across multiple, more complex assigned functions
  • Executive-level communication: able to move between granular operational detail and leadership-ready narratives depending on the audience
  • Strong project management skills; comfortable holding multiple complex workstreams simultaneously without losing quality
  • Uses AI to tackle hard, domain-specific problems — not just to speed up work but to rethink what's possible
  • Active FINRA licenses where functionally necessary; deep subject matter expertise in assigned function(s)

Skills

Required:Knowledge managementContent strategy and governanceCross-functional collaborationAI usage

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
  • 100% paid health insurance for employees with 90% coverage for dependents
  • Access to the Robinhood Employee Fund for investment exposure to Robinhood Ventures funds
  • Access to AI tools and ongoing AI skill-building
  • Lifestyle wallet for wellness and learning
  • Employer-paid life & disability insurance, fertility benefits, and mental health benefits
  • Time off including holidays, paid time off, sick time, parental leave, and more
  • Exceptional office experience with catered meals, events, and comfortable workspaces
Last updated Oct 21, 2026. Interested? Apply on the company site.

About Robinhood

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