Opportunity at
RobinhoodCustomer Care, Program Manager
Robinhood is an enterprise working to broaden financial access and transform the financial industry. Within its Customer Care division, the Government Products team collaborates with the…
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About This Role
Robinhood is an enterprise working to broaden financial access and transform the financial industry. Within its Customer Care division, the Government Products team collaborates with the U.S. Government to manage specialized programs that expand financial opportunities for millions of individuals. The organization is currently seeking a Customer Care Program Manager to direct end-to-end workstream management for Trump Accounts, which are established on behalf of the U.S. Department of the Treasury…
Job Description
Robinhood is an enterprise working to broaden financial access and transform the financial industry. Within its Customer Care division, the Government Products team collaborates with the U.S. Government to manage specialized programs that expand financial opportunities for millions of individuals.
The organization is currently seeking a Customer Care Program Manager to direct end-to-end workstream management for Trump Accounts, which are established on behalf of the U.S. Department of the Treasury in conjunction with BNY. In this capacity, the individual serves as the primary point of accountability for contact center obligations involving BNY, the U.S. Treasury, and internal departments including Legal, Compliance, Operations, Finance, Security, and Engineering. This position suits an ambitious professional comfortable with ambiguity and complex coordination across multiple stakeholders and external financial partners.
This position is designated as an on-site role, requiring in-person attendance at least three days per week at offices in Denver, Colorado, Westlake, Texas, or Chicago, Illinois. Qualified applicants must hold US citizenship or lawful permanent residency status due to legal parameters.
Responsibilities
- Manage end-to-end contact center program lifecycles for complex initiatives, establishing scope, milestones, metrics, and governance structures
- Collaborate with Product, Engineering, Legal, Compliance, and Risk to ensure customer experience initiatives satisfy regulatory frameworks like FINRA, SEC, and state securities guidelines
- Facilitate governance meetings, steering committees, status reports, and executive updates
- Identify and mitigate operational, technical, and regulatory risks by maintaining RAID logs
- Oversee external financial partner and vendor relationships, monitoring contract deliverables, service level agreements, and escalation workflows
- Direct change management processes for production updates, including testing, sign-offs, and rollback strategies
- Support audits, inquiries, and regulatory exams through evidence collection, documentation, and stakeholder communication
- Develop and monitor KPI and metrics reporting to evaluate business results, adoption rates, and overall program health
- Act as the BNY Contact Center Engagement Owner during Trump Account incidents alongside the incident ATC
- Oversee business continuity and incident response for production events impacting brokerage systems
- Track deadlines and renewal reporting for compliance and U.S. Treasury waiver commitments
Requirements
- Experience managing multi-stakeholder programs with regulators, external vendors, or financial-services partners
- Familiarity with public-sector fintech, trustee or custodial structures, or financial agency relationships, or comparable background in heavily contracted multi-party environments
- Background in incident management and crisis communication, including formal on-call processes and cross-company coordination
- Experience handling regulated data, managing contractual waivers, and overseeing third-party vendors
- Cross-functional leadership experience spanning Legal, Compliance, Security, Engineering, customer care, and business process outsourcing oversight
- Must be a US citizen or lawful permanent resident
Qualifications
- Bachelor's degree or equivalent practical experience
- PMP certification or similar designation
Core Skills
Benefits
- Performance-driven compensation featuring outsized impact multipliers, bonus opportunities, equity ownership, and 401(k) matching
- 100% paid health insurance for employees and 90% coverage for dependents
- Access to the Robinhood Employee Fund for eligible US employees to invest in private funds offering exposure to Robinhood Ventures
- Availability of market-leading AI tools and continuous skill-building for technical and non-technical staff
- Flexible lifestyle wallet spending account for wellness and learning
- Employer-paid life and disability insurance, fertility benefits, and mental health support
- Paid time off including company holidays, sick time, parental leave, and time off to recharge
- Office amenities including catered meals, events, and workspaces
Frequently Asked Questions
What are the location and remote work requirements for this position?
This role is based out of offices in Denver, Colorado, Westlake, Texas, or Chicago, Illinois. In-person attendance is required at least three days per week.
What is the employment type and salary range for this role?
The posting states it is a full-time position, but a specific overall salary is not stated. However, base pay ranges are provided by location zone, such as $112,000 to $132,000 USD for Zone 2 (Denver, Westlake, Chicago), with additional eligibility for bonuses, equity, and benefits.
Are there citizenship or residency requirements to apply?
Yes, due to legal requirements, this position is strictly restricted to US citizens or lawful permanent residents.
How can I apply for this position?
The posting does not specify explicit application instructions beyond submitting an application through their recruitment channels.
Sample Interview Questions
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