CX Enablement Program Manager

| 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:

As part of Customer Experience (CX) team you will be responsible for developing and executing operational programs and help scale the CX team operations efficiently, while consistently advocating to improve the experience of Robinhood customers. As a CX Enablement Program Manager, you will lead a number of initiatives focused on delivering a world class customer experience at scale. Areas of focus will include:

  • Business Process Management
  • Product Launch & Operational Readiness
  • CX Agent Enablement (Tools & Knowledge Base)
  • Policy & SOP Development & Maintenance
  • Cross-functional collaboration & SME thought leadership
  • Engineering & Product deployment support

The ideal candidate will have an insane customer focus and a bias towards high ownership and decision making based on data and success measures. You will need to be able to prioritize and execute effectively in a hyper growth environment while influencing stakeholders by communicating clearly and persuasively. You will drive operational excellence within the programs you own, while effectively partnering with Product, Engineering, Operations, Compliance, Legal and other cross-functional partners to deploy scalable solutions.

What you’ll do day-to-day:
  • Build and maintain operational SOPs, Policies, and knowledge base articles
  • Act cross-functionally as CX point of contact and subject matter expert (SME) supporting Product and Engineering teams to deploy scalable solutions that impact the customer experience.
  • Perform metrics analysis to identify opportunities for operational efficiency and quality improvements
  • Lead “Voice of Customer” and “Voice of Agent” programs across both internal and partner CX sites
  • Liaison between CX and engineering across initiatives focused on agent tools and CX tech stack
About you: 
  • Proven experience operating as a CX subject matter expert/program manager, preferably at a high growth tech company or in financial services
  • Digital savviness and a command of CX tools & processes with a track record of measurable development in a customer focused career
  • Bachelor’s Degree from an accredited institution, MBA or advanced degree preferred
  • Strong customer orientation and passion for delivering high quality standards
  • Strong ability to analyze existing programs for gaps and improvement opportunities then develop and implement strategies to drive clear business impact
  • Strong communication and influencing skills, experience working with global virtual cross-functional and external partners
  • CX experience in a regulated financial services industry highly desired

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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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
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