Director, CX Operational Excellence at Robinhood

| Greater Denver Area
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Join a leading fintech company that’s democratizing finance for all.

Robinhood was founded on a simple idea: that our financial markets should be accessible to 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.

Just as we focus on our customers, we also strive to create an inclusive environment where our employees can thrive and do impactful work. We are proud of the world class products and company culture we continue to build and have been recognized as:

  • A Great Place to Work
  • A CNBC Disruptor 50 in 2019 and 2020
  • A LinkedIn Top Startup in 2017, 2018, 2019 and 2020

Robinhood is backed by leading investors that include DST Global, Index Ventures, NEA, Ribbit Capital, Thrive Capital, and Sequoia.

Check out life at Robinhood on The Muse!

About the role:

In support of Robinhood's insane focus on our customers, you will be responsible for leading our Vendor Management Office and Workforce Optimization teams. You will own all operational and CX technology vendor relationships and will champion these partnerships internally and externally with cross-functional stakeholders. In addition, you will be charged with providing strategic direction across the internal workforce and BPO vendors to help drive scale and improvements for the CX Division across people, process, and technology.

Your primary focus as the Director of Operational Excellence will include leading our teams that support:

  • Vendor Management: BPO and CX technology partners
  • Workforce Optimization: Forecasting, Capacity Planning, Scheduling, Command Center (RTA)
  • Voice of Customer: Survey Management & Insights
  • Performance Analytics & Executive Briefings

The ideal candidate will have strategic vision and strong operational acumen with the ability to action the voice of the customer into impactful improvements in customer satisfaction, while navigating in a highly regulated industry. This is a great role for a data-driven leader who has a strong quality background in operations and outsourcing with exceptional leadership skills. Must be persuasive in building buy-in and partnering cross-functionally to be able to drive operational improvements. This role can be located in any of our Customer Experience offices—Denver, Colorado, Lake Mary, Florida, Southlake, Texas, or Tempe, Arizona.

Your day-to-day will involve:

CX BPO Service Partnerships & Technology Partners:

  • Contract & relationship management
  • Performance management and day-to-day operations
  • Forecasting and budget accuracy
  • Quarterly Business Reviews & Strategic planning
Workforce Optimization:
  • Forecasting
  • Capacity planning and location strategy
  • Schedule management across internal and outsourced workgroups
  • Intra-day operational execution
Performance Analytics:
  • Executive level dashboards
  • Operational scorecard reporting (top-down)
  • Monthly operating performance insights & story-telling
  • Board decks
Voice of Customer:
  • Customer satisfaction and sentiment analysis
  • Analyze customer interaction drivers
  • Recommendations to combat customer support friction
About you:
  • Bachelor's Degree from an accredited institution
  • 10+ years of proven history driving operational results through outsourced partners, experience in organizational leadership, preferably at a high growth tech company or in financial services
  • Demonstrated ability to lead people leaders and their respective teams, while balancing competing priorities, workloads and deadlines
  • Experience managing contact center technology and outsourcing agreements
  • Strong customer orientation and passion for delivering high quality standards
  • Successful history analyzing existing programs for gaps and improvement opportunities and leveraging insights to implement strategies to drive clear business impact
  • Strong communication and influencing skills, experience working with cross-functional teams and global external partners
  • Proven success driving results through data-driven methods
  • Financial services and contact center experience desired
  • Experience operating in a highly regulated industry preferred

We’re looking for more growth-minded and collaborative people to be a part our journey in democratizing finance for all. If you’re ready to give 100% in helping us achieve our mission—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, values, and drive to change the world, not just those who simply check off all the boxes.

Robinhood promotes diversity and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. Additionally, Robinhood provides reasonable accommodations for candidates on request and respects applicants' privacy rights. To review Robinhood's Privacy Policy please click here.

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