CX Operational Excellence, Program Manager
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 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 competitive products and company culture we’ve built and have been recognized as:
- Forbes Fintech 50 2021
- Glassdoor Best Places to Work 2021
- Inc. Best-Led Companies 2021
- TIME 100 Most Influential Company 2021
We’re growing and looking for...
We continue to hire Robinhoodies at a rapid pace to drive this journey, and with that growth comes necessary change. We’re seeking culture builders and curious thinkers looking to co-author the next chapters of our story. We’re in build mode, majorly expanding our team while also growing up as a company. Joining now means helping shape our structures and systems, then taking part as we launch into our ambitious future.
Check out life at Robinhood on The Muse!
About the team:
We are looking for experienced program managers to lead operational change management across the organization. Your work will be critical for us to deliver world-class customer experiences as we launch exciting new products and services. You will build project launch requirements, align partners on success expectations and drive cross-functional efforts. You'll make a difference for our customers through your actions in ensuring operations teams are equipped with the right training, content, tooling and resources to solve customer issues. You are empowered to drive operational excellence within the programs you own, ensuring that we are solving for the root cause and looking around corners. We anchor to data-driven decisions, but have a deep appreciation and understanding of the anecdotes that form customer sentiment.
What you’ll do day-to-day:
- Build launch project requirements and plans
- Organize cross-functional teams for operational readiness
- Optimize business processes and workflows
- Develop 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 find opportunities for operational efficiency and quality gains
- Lead “Voice of Customer” and “Voice of Agent” programs across both internal and partner CX sites
- Lead a portfolio of continuous improvement initiatives based on the above programs
- Define, maintain and continuously improve the frontline Operations model, based on the maturity level and business needs of the operations.
About you:
- Proven experience operating as a CX subject matter expert/program manager, preferably at a high growth tech company or in financial services
- Structured thinking and self-organization
- Strong customer orientation and passion for delivering high quality standards
- Analytical approach to problem solving, high degree of proactive behavior and result orientation
- 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
- Bachelor’s Degree from an accredited institution, MBA or advanced degree preferred
- CX experience in a regulated financial services industry highly desired
We’re looking for more growth-minded and collaborative people to be a part of 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 visit rbnhd.co/applicant-privacy.
Robinhood's benefits include generous time off, 401(k) participation with employer match, comprehensive health coverage, a health savings account (HSA), wellness benefits, backup childcare and education stipends (all benefits are subject to applicable taxes and based on eligibility).