Head of CX, Cash Management Support
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:
In support of the Robinhood mission, RH Money allows customers the right access to their cash and support at the right time. This role is for the Head of our Money function within the Customer Experience organization and with scope to build out the future vision of this experience. Your scope would include building a Money-CX team supporting debit card management, account servicing, fraud, risk, vendor management and disputes.
The successful candidate for this role will lead a customer-centric team focused on scaling and driving high performance and employee engagement through transformational leadership. Other key responsibilities include:
- Build an internal center of excellence team
- Develop short and long term strategies for the Money-related CX provided by your team while influencing the contributions of teams outside your scope
- In partnership with key cross-functional partners, drive a roadmap of initiatives focused on delivering operational excellence and best in class support to our customers
- Provide day-day oversight and leadership to ensure objectives and key results are met across quality, productivity, and customer success measures
- Act as functional owner and deliver data driven insights, executive briefings and reporting on health of the operational line of business
Your role:
Your day to day will involve acting as primary owner and point of contact for the CX Money Operations function. You will work closely with the Head of CX, RHY Operations leaders, Vendor Manager and other leaders to ensure that the team has the staffing, tools, and training to deliver radical customer service.
Some things we consider critical for this role:
- Background building, leading, and scaling CX for a bank, card business, or cash management business including debit card, account servicing, fraud, disputes
- Bachelor’s Degree (Master’s preferred) from an accredited institution
- 10+ years of proven history leading support teams preferably in banking and/or financial services, including fraud triage and prevention
- Proven track record to lead people-leaders and their respective teams across multiple functional areas and locations, (bonus points for experience working with outsourced service providers)
- Demonstrated leadership skills including the ability to build relationships, collaborate, and collaborate with a diverse group of key business partners
- Passion for setting and delivering high quality standards
- Strong communication and influencing skills, experience working across cross-functional teams, including product and engineering teams
Bonus points:
- Have built a hybrid workforce model with vendors / in-house agents
- Experience scaling teams in a startup or entrepreneurial environment
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).