About the company

Robinhood is democratizing finance for all. With customers at the heart of our decisions, Robinhood is lowering barriers, removing fees, and providing greater access to financial information. Together, we are building products and services that help create a financial system everyone can participate in.  

Robinhood is a fast-growing company and was recognized as a CNBC Disruptor 50 and a LinkedIn Top Startup in 2019. We’re continuing to grow and are looking for incredible talent that can help us achieve our mission.

About the role

Robinhood’s Customer Experience team is committed to providing outstanding service to our customers  -- many of whom are investing for the first time. At the heart of this effort is our team of dedicated Customer Experience Associates (CXAs) and Licensed Customer Experience Representatives (CXRs), who serve as the voice of our customers and help resolve issues quickly and efficiently.  In your role as a Customer Experience Site Operations Manager, you will lead a group of Managers who each are responsible for the coaching and development of a team of CXAs and CXRs as they assist our ever-growing customer base. You will be responsible for the supervision and development of operational management associated with day to day contact center operations. Operationally, the Site Operations Manager is responsible for the implementation of all operational strategies to ensure that performance, culture and overarching contact center controls and processes are aligned with corporate and client objectives. 

Your day-to-day will involve:

• Supporting the Site Leader in executing cross Site and cross-functional initiatives and playing a lead role in local prioritization
• Acting as the “voice of the CX” organization in cross-functional discussion
• Managing a team of 4-6 Licensed CX team managers and Advanced/Specialty roles to deliver outstanding results and improve their own leadership skills
• Coaching and mentoring your team, overseeing their professional development and helping them achieve top metrics and high quality standards
• Providing thought leadership and supervision in a live-support environment
• Collaborating with your peers to optimize customer experience and operational excellence across all sites 
• Fostering a culture of professionalism, customer advocacy, personal development, and regulatory compliance on your team and beyond
• Serving as a subject matter expert for our most escalated teams, covering the most complex subject areas of our operations: Options trading, Margin, Equities trading, and Day Trade regulations
• Providing sign-off on content and knowledge management work
• Interacting frequently with our Middle-Office, Back-Office, Risk, and Compliance teams to discuss complex topics that your team will be assisting customers with
• Working with your team to recognize patterns of customer inquiries so that the underlying issue can be documented and eliminated by our engineering teams
• Handling customer escalations from your team

Some things we consider critical for this role:

• FINRA Series 7, 63 and 24 or 9/10 Licenses
• Bachelor’s Degree from an accredited institution
• 10+ years experience in customer-facing operations, either at a respected mid-stage startup or a retail broker-dealer
• 7+ years experience managing licensed representatives in a customer-facing teams
• Strong management toolkit with a reputation for leaving thriving employees in your wake
• A proven track record as a great coach and mentor
• Strong analytical and data driven approach to leadership and problem solving
• Uncompromising integrity and strong dedication to professionalism
• Ability to think critically and apply logical problem-solving skills to isolate and resolve issues
• Strong written and verbal communication skills
• Attention to detail and strong analytical skills
• Interest in and familiarity with financial services and the stock market

Bonus points: 

• Success/Experience leading other managers is preferred
• Strong sense of ownership and responsibility
• Strong critical thinking and analytical skills (e.g. pattern recognition)
• The ability to concisely and accurately communicate complex topics

Feeling ready to give 100% to democratizing finance for all? We’d love to have you apply, even if you feel unsure about whether you meet every single requirement in this posting. At Robinhood, we’re looking for people invigorated by our mission, not just those who simply check off all the boxes.