CX Site Operations Manager at Robinhood

| Greater Denver Area
Sorry, this job was removed at 5:20 a.m. (MST) on Saturday, October 17, 2020
Find out who's hiring in Colorado.
See all Operations jobs in Colorado
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

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.

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Location

Located in Denver's historic and lively Highland neighborhood featuring chic cocktail bars and trendsetting restaurants.

What are Robinhood Perks + Benefits

Robinhood Benefits Overview

Here at Robinhood, we have a competitive salary and meaningful equity. While we’re all hunkered down and working remotely we have a few benefits to help support your unique WFH situation. Whether you’re thinking about starting a family or if you’re already a parent, we know having a family is tough work. Therefore we have benefits to help you care for and nurture your family. We also have a number of benefits regarding Health & Wellness, Vacation & Time Off, Financial & Retirement, Professional Development, and Office Life.

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Happy Hours
Parking
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Paid industry certifications
More Jobs at Robinhood32 open jobs
All Jobs
Finance
Data + Analytics
HR + Recruiting
Marketing
Operations
Project Mgmt
Project Mgmt
new
Denver
Operations
new
Denver
Operations
new
Denver
Data + Analytics
new
Denver
Project Mgmt
new
Denver
HR + Recruiting
new
Remote
Operations
new
Denver
HR + Recruiting
new
Remote
HR + Recruiting
new
Remote
Data + Analytics
new
Denver
HR + Recruiting
new
Remote
HR + Recruiting
new
Remote
HR + Recruiting
new
Remote
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Robinhood's full profileSee more Robinhood jobs