Customer Care, Program Manager

Robinhood
Chicago, Denver
Workplace: OnsiteFull timeUSD 112,000 - 132,000 annuallyFunction: Program & Project Management (PMO)Education: bachelorsSkills: ["Executive-level communication","Written communication","Verbal communication","Cross-functional leadership","Risk management"]

Lead end-to-end contact center program management for complex initiatives supporting the U.S. Treasury’s Trump Accounts, coordinating cross-functional stakeholders including Product, Engineering, Legal, Compliance, Risk, and external partners like BNY. Own program governance, RAID risk management, incident and business continuity for customer-facing systems, change management for production updates, and KPI reporting—ensuring compliance with FINRA/SEC and state securities regulations.

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FursaFursa
Robinhood
Robinhood
17 hours ago

Customer Care, Program Manager

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Job Summary

Lead end-to-end contact center program management for complex initiatives supporting the U.S. Treasury’s Trump Accounts, coordinating cross-functional stakeholders including Product, Engineering, Legal, Compliance, Risk, and external partners like BNY. Own program governance, RAID risk management, incident and business continuity for customer-facing systems, change management for production updates, and KPI reporting—ensuring compliance with FINRA/SEC and state securities regulations.
Location: Chicago, Denver
Workplace: Onsite
Employment Type: Full time
Job Function: Program & Project Management (PMO)

Key Responsibilities

  • •Lead end-to-end contact center program management for complex, cross-functional initiatives, including scope, milestones, success metrics, and governance from kickoff through the program lifetime.
  • •Partner with Product, Engineering, Legal, Compliance, and Risk to ensure CX initiatives meet regulatory requirements (FINRA, SEC, and state securities regulations).
  • •Run governance cadences (steering committees, status reporting, and executive updates) and maintain RAID logs for risk identification, mitigation, and escalation.
  • •Manage external vendor and financial-services partner relationships, including contract deliverables, SLAs, and escalation paths.
  • •Own incident management and business continuity for production issues affecting customer-facing brokerage systems, including serving as the BNY Contact Center Engagement Owner during Trump Account incidents.

Pay and Benefits

Salary: USD 112,000 - 132,000 annually
Equity and Bonus:Equity
Perks:Health Insurance401kPaid LeaveSick TimeParental LeaveLife InsuranceDisability InsuranceFertility Benefits

Key Requirements

  • •Experience managing complex, multi-stakeholder programs with external financial-services partners, vendors, or regulators.
  • •Familiarity with financial agency relationships, trustee/custodial structures, or public-sector fintech (or comparable experience in a heavily contracted, multi-party environment).
  • •Incident management and crisis communication experience with formal severity/on-call processes and cross-company coordination.
  • •Ability to operate in ambiguity by building governance and SOPs for first-of-its-kind programs.
  • •Bachelor’s degree or equivalent practical experience; PMP or similar is a plus.
Experience:Financial servicesFintechRegulatory environmentThird-party vendors
Education:Bachelor's
Skills:Executive-level communicationWritten communicationVerbal communicationCross-functional leadershipRisk management
Certifications:PMP

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
WebsiteLinkedIn