Customer Experience Manager, Executive Office (Fintech)

Location: Denver, Colorado or Westlake, Texas; in-person attendance required at least 5 days per week

Base pay for Zone 2: $115,600–$136,000 USD annually, plus bonus opportunities, equity, and benefits.

Company

Robinhood is a fintech company building financial products to democratize finance and improve access to investing.

What you will do

• Set strategy and lead daily operations for complex complaints and customer escalations.
• Lead, coach, and develop a team of senior Customer Experience specialists.
• Establish resolution strategies, operating standards, and escalation practices.
• Monitor performance indicators, complaint trends, and customer friction to identify risks and improvement opportunities.
• Partner with Compliance, Legal, Product, Operational Readiness, and CX leadership to address root causes and regulatory requirements.
• Improve tooling, processes, knowledge, and automation while bringing customer insights into broader business decisions.

Requirements

• Experience leading escalations, complaints management, or complex customer operations.
• Experience leading and developing experienced teams, including coaching judgment and decision-making in ambiguous situations.
• Strong operational leadership, analytical, problem-solving, and cross-functional collaboration skills.
• At least four years of experience in Customer Care management.
• Bachelor’s degree in a related field.
• Series 7, 63, and 24 Designated Principal licenses; Series 9/10 accepted instead of Series 24. Series 66 and Series 3 are required within 180 days of hire.

Culture & Benefits

• High-impact work in a fast-moving, performance-oriented environment.
• Bonus programs, equity ownership, and 401(k) matching.
• Health insurance, life and disability insurance, fertility benefits, and mental health benefits.
• Paid time off, company holidays, sick time, and parental leave.
• Access to AI tools, AI skill-building, a lifestyle wallet, and the Robinhood Employee Fund for eligible US employees.
• Catered meals, office events, and supported workspaces.