[Closed] Customer Experience Manager, RHM Executive Office at Robinhood (Chicago, Denver)

This position is no longer accepting applications.

Robinhood

4 weeks ago

Customer Experience Manager, RHM Executive Office

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Closed

Job Summary

Lead the Executive Office Customer Experience team at Robinhood, setting resolution strategies for executive, legal, and regulatory escalations; monitor complaint trends; partner with CX leadership, Compliance, and executives to drive improvements; empower senior CX specialists to resolve high-sensitivity cases and serve as the voice of the customer.

Location: Chicago, Denver

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Partner with CX Senior Leadership to set high-level strategy and run day-to-day operations for complaints management and escalations across our most sensitive case types.
•Manage all operational and performance aspects of a multi-faceted team, delivering strong results while developing your team members' skills.
•Coach senior customer experience specialists to raise the performance bar across the team
•Advise and make recommendations on how complaints and escalations integrate into broader business priorities, goals, and objectives.
•Monitor key performance metrics and measurement standards, and produce reporting for the areas you support.

Pay and Benefits

Equity and Bonus:Equity

Perks:Health Insurance401kAnnual BonusEquityLife InsuranceDisability InsurancePaid Leave

Key Requirements

•Demonstrated experience with escalations management
•Excellent planning and organization skills with ability to implement and deliver on quantitative goals
•Problem solving and decision-making capabilities; strong analytical skills
•Minimum four years experience in a Customer Care management role
•The ability to perform knowledge transfer training to other team members

Experience:4+ yearsFintechFinanceCustomer experience

Education:Bachelor's

Skills:LeadershipCommunicationPlanningProblem-solvingTraining

Languages:English

Company Brief

Robinhood

Commission-free trading platform offering stocks, ETFs, options, and cryptocurrencies, plus cash management and retirement products. Aims to democratize finance through easy-to-use mobile and web apps for retail investors.

Industry: Trading Platforms

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Menlo Park, United States

Founded: 2013

Website LinkedIn

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This position is no longer accepting applications.

Robinhood

4 weeks ago

Customer Experience Manager, RHM Executive Office

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Closed

Job Summary

Location: Chicago, Denver

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Partner with CX Senior Leadership to set high-level strategy and run day-to-day operations for complaints management and escalations across our most sensitive case types.
•Manage all operational and performance aspects of a multi-faceted team, delivering strong results while developing your team members' skills.
•Coach senior customer experience specialists to raise the performance bar across the team
•Advise and make recommendations on how complaints and escalations integrate into broader business priorities, goals, and objectives.
•Monitor key performance metrics and measurement standards, and produce reporting for the areas you support.

Pay and Benefits

Equity and Bonus:Equity

Perks:Health Insurance401kAnnual BonusEquityLife InsuranceDisability InsurancePaid Leave

Key Requirements

•Demonstrated experience with escalations management
•Excellent planning and organization skills with ability to implement and deliver on quantitative goals
•Problem solving and decision-making capabilities; strong analytical skills
•Minimum four years experience in a Customer Care management role
•The ability to perform knowledge transfer training to other team members

Experience:4+ yearsFintechFinanceCustomer experience

Education:Bachelor's

Skills:LeadershipCommunicationPlanningProblem-solvingTraining

Languages:English

Company Brief

Robinhood

Industry: Trading Platforms

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Menlo Park, United States

Founded: 2013

Website LinkedIn