Customer Care, Program Manager (Fintech)

Location: Chicago, IL; Denver, CO; or Westlake, TX, with in-person attendance expected at least 3 days per week

Salary: $112,000–$132,000 USD base pay for Zone 2 locations. The role is also eligible for bonus opportunities, equity, and benefits.

Company

Robinhood builds financial products focused on expanding access to finance, including government-partnered products for millions of Americans.

What you will do

• Lead end-to-end contact center program management for complex, cross-functional initiatives, including scope, milestones, governance, and success metrics.
• Coordinate with Product, Engineering, Legal, Compliance, Risk, Security, Operations, Finance, CX, and BPO stakeholders to meet regulatory and operational requirements.
• Manage governance cadences, executive reporting, KPI tracking, risk mitigation, and escalation processes.
• Manage external vendors and financial-services partners, including contract deliverables, SLAs, and escalation paths.
• Lead production change management, incident response, crisis communication, and business continuity for customer-facing brokerage systems.
• Support audits, regulatory examinations, inquiries, and U.S. Treasury waiver and compliance commitments.

Requirements

• Experience managing complex, multi-stakeholder programs with financial-services partners, vendors, or regulators.
• Experience with incident management, crisis communication, formal severity processes, and cross-company coordination.
• Knowledge of regulated-data handling, contractual waiver management, third-party vendor governance, or comparable compliance-adjacent work.
• Ability to build governance structures and standard operating procedures for ambiguous, first-of-their-kind programs.
• Excellent written and verbal communication skills, including executive-level reporting.
• Bachelor's degree or equivalent practical experience.

Nice to have

• Experience with financial agency relationships, trustee or custodial structures, public-sector fintech, or heavily contracted multi-party environments.
• PMP or similar certification.

Culture & Benefits

• Performance-driven compensation with bonus programs, equity ownership, and 401(k) matching.
• 100% paid health insurance for employees and 90% coverage for dependents.
• Access to AI tools, continuous AI skill-building, and a flexible lifestyle wallet for wellness and learning.
• Employer-paid life and disability insurance, fertility benefits, mental health benefits, paid time off, sick time, holidays, and parental leave.
• Catered meals, events, and comfortable office workspaces.