Knowledge & Operational Readiness Specialist (Fintech)

Location: Denver, Colorado or Westlake, Texas; in-person attendance required at least 3 days per week on Wednesday, Thursday, and Friday.

Base pay for Zone 2 locations: $82,000–$97,000 USD annually, plus bonus opportunities, equity, and benefits.

Company

Robinhood builds financial products and services focused on democratizing finance and operates a knowledge ecosystem supporting associates and customers with clear, current, and compliant guidance.

What you will do

• Own end-to-end content strategy and knowledge governance for assigned functions, including Help Center articles, SOPs, runbooks, playbooks, escalation paths, policy documentation, and support workflows.
• Lead readiness planning for product launches, policy updates, process changes, and operational initiatives, including go/no-go recommendations, risk registers, mitigation plans, and post-launch retrospectives.
• Coordinate with Product, Engineering, Operations, Customer Support, Compliance, Risk, and Training partners to align readiness and content strategy.
• Establish scalable content standards, information architecture, and governance frameworks.
• Prepare frontline support teams for launches, identify contact drivers and support risks, and develop plans to reduce customer friction.
• Analyze metrics, communicate readiness status and risks to stakeholders, coach colleagues, and use AI to streamline workflows and resolve domain-specific knowledge bottlenecks.

Requirements

• 3–4+ years of relevant experience as an experienced individual contributor in knowledge management and content strategy.
• Advanced knowledge of governance, information architecture, content lifecycle management, and knowledge base operations.
• Experience independently owning multiple functions end-to-end and making program-level decisions with limited outside support.
• Experience leading cross-functional collaboration and influencing Product, Engineering, Compliance, and CX partners across levels and assigned functions.
• Executive-level communication skills, including the ability to present operational detail and leadership-ready narratives.
• Strong project management skills and the ability to manage multiple workstreams without losing quality.
• Ability to use AI to solve complex, domain-specific problems rather than only accelerate routine work.
• Active FINRA licenses where functionally necessary and deep subject-matter expertise in assigned functions.

Culture & Benefits

• High-impact, fast-moving work with ethics at the center and high expectations for performance.
• Performance-driven compensation with bonus programs, equity ownership, and 401(k) matching.
• Health insurance, employer-paid life and disability insurance, fertility benefits, and mental health benefits.
• Flexible lifestyle wallet for wellness, learning, and other eligible expenses.
• Company holidays, paid time off, sick time, parental leave, catered meals, events, and supported office workspaces.