This role is based in our Denver, CO, Westlake, TX, or Chicago, IL office(s), with in-person attendance expected at least 3 days per week.
At Robinhood, we believe in the power of in-person work to accelerate progress, spark innovation, and strengthen community. Our office experience is intentional, energizing, and designed to fully support high-performing teams.
What you’ll do
Lead end-to-end Contact Center program management for complex, cross-functional initiatives — scope, milestones, success metrics, governance structures from kickoff through the program lifetime
Partner with Product, Engineering, Legal, Compliance, and Risk to ensure CX initiatives meet regulatory requirements (FINRA, SEC, state securities regulations)
Run governance cadences — steering committees, status reporting, executive updates
Own risk identification and mitigation, maintaining RAID logs and escalating regulatory/operational/tech risks
Manage external vendor and financial-services partner relationships — contract deliverables, SLAs, escalation paths
Own change management for production changes — testing, sign-off, rollback plans
Support audits, regulatory exams, and inquiries — documentation, stakeholder responses, evidence gathering
Build and maintain KPI/metrics reporting for program health, adoption, business outcomes
Serve as BNY Contact Center Engagement Owner during Trump Account incidents — single point of contact for RH's CX team, alongside the incident ATC
Lead incident management and business continuity for production issues affecting customer-facing brokerage systems
Manage the program's U.S. Treasury waiver and compliance commitments — deadline tracking, renewal reporting
What you bring
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 — formal severity/on-call processes, cross-company coordination
Comfort in ambiguity — building governance/SOPs for a first-of-its-kind program vs. an established playbook
Excellent written/verbal communication, executive-level reporting for internal and external audiences
Compliance-adjacent experience — regulated-data handling, contractual waiver management, third-party vendor governance
Cross-functional leadership across Legal, Compliance, Security, Engineering, CX, and BPO oversight
Bachelor's degree or equivalent practical experience; PMP or similar a plus
This position is restricted to US citizens or lawful permanent residents due to legal requirements.
What we offer
Challenging, high-impact work to grow your career
Performance driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching
Top Tier benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents
Access to the Robinhood Employee Fund that gives eligible US employees the opportunity to invest in a private employee fund that provides exposure to Robinhood Ventures funds.
Access to the best AI tools on the market and continuous AI skill-building for every employee, technical or not.
Lifestyle wallet - a highly flexible benefits spending account for wellness, learning, and more
Employer-paid life & disability insurance, fertility benefits, and mental health benefits
Time off to recharge including company holidays, paid time off, sick time, parental leave, and more!
Exceptional office experience with catered meals, events, and comfortable workspaces.
In addition to the base pay range listed below, this role is also eligible for bonus opportunities + equity + benefits.
Base pay for the successful applicant will depend on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands. The expected base pay range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. For other locations not listed, compensation can be discussed with your recruiter during the interview process.
Base Pay Range
Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC)
$128,000—$150,000 USD
Zone 2 (Denver, CO; Westlake, TX; Chicago, IL)
$112,000—$132,000 USD
Zone 3 (Lake Mary, FL; Clearwater, FL; Gainesville, FL)
$99,000—$117,000 USD
Click here to learn more about our Total Rewards, which vary by region and entity.
If our mission energizes you and you’re ready to build the future of finance, we look forward to seeing your application.
AI Usage Disclosure: Robinhood uses artificial intelligence (AI) tools to support parts of our recruiting process. These tools enhance the efficiency and consistency of our hiring process; however, all hiring decisions are made by our hiring teams.
Robinhood provides equal opportunity for all applicants, offers reasonable accommodations upon request, and complies with applicable equal employment and privacy laws. Inclusion is built into how we hire and work—welcoming different backgrounds, perspectives, and experiences so everyone can do their best. Please review the Privacy Policy for your country of application.
