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Customer Experience Manager, Executive Office

Robinhood· Customer Care
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Hybrid (Denver, CO; Westlake, TX)$115.6k - $136kFull-timePosted 1w ago

About the role

Lead a senior team handling complex, sensitive customer escalations (executive, legal, regulatory) within Robinhood's Customer Experience organization; partner across Compliance, Legal, Product, and CX leadership to improve outcomes and systemic issues; high-visibility leadership role based in Denver, CO and Westlake, TX.

Responsibilities

  • Partner with CX Senior Leadership to set strategy and lead day-to-day operations for complaints management and escalations across our most complex and sensitive customer issues.
  • Lead and develop a team of senior Customer Experience specialists, setting clear expectations and building the judgment and capabilities needed to navigate complex customer situations.
  • Coach and develop senior specialists to raise the performance bar, strengthen decision-making, and deliver thoughtful, consistent resolutions.
  • Establish and continuously improve resolution strategies, operating standards, and escalation practices across the team.
  • Monitor key performance indicators, complaint trends, and customer friction to identify emerging risks and opportunities for improvement.
  • Translate insights from complex cases into systemic improvements, partnering across Compliance, Legal, Product, Operational Readiness, and CX leadership to address root causes.
  • Advise CX leadership on complaint and escalation trends and how they should inform broader business priorities and customer experience strategy.
  • Partner closely with Compliance and other key stakeholders to ensure complaint-management practices balance customer outcomes, operational effectiveness, and regulatory requirements.
  • Identify opportunities to improve tooling, processes, knowledge, and automation that enable specialists to resolve complex issues more effectively.
  • Elevate the voice of the customer, ensuring insights from our most challenging cases inform decisions and improvements across the broader business.

Qualifications

  • Demonstrated experience leading escalations, complaints management, or other complex customer operations.
  • Proven ability to lead and develop experienced teams, including coaching sound judgment and decision-making in complex or ambiguous situations.
  • Strong operational leadership skills with experience setting performance expectations, using data to identify opportunities, and delivering measurable results.
  • Strong problem-solving, analytical, and decision-making capabilities, including the ability to identify patterns and root causes beyond individual customer cases.
  • Ability to influence and collaborate effectively across senior leaders and cross-functional partners, including Compliance, Legal, Product, and Operations.
  • Minimum four years of experience in a Customer Care management role.
  • Bachelor's degree in a related field.
  • Series 7, 63, and 24 Designated Principal licenses (Series 9/10 accepted in lieu of the 24).
  • Series 66 and Series 3 required within 180 days of hire.

Skills

Required:Escalation managementPeople leadershipOperations leadershipAnalytical problem-solvingCross-functional collaboration

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 Oct 14, 2026. Interested? Apply on the company site.

About Robinhood

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