Customer Experience Manager, Advanced Services

Robinhood • Westlake, TX

4d • Onsite

About The Position

Robinhood is building an elite team to apply frontier technologies to the world’s biggest financial problems. The Advanced Services team’s mission is to provide an outstanding customer experience for their most complex financial products. As an Advanced Services Manager, you will lead a specialized customer-facing team dealing with complex equities and derivatives. You will be responsible for driving performance, coaching team members, and ensuring regulatory compliance with a core focus on Equities, Options, Margin, Futures outrights, and Prediction Markets. This role is based in their Westlake, TX office and requires in-person attendance at least 5 days per week.

Requirements

• Active FINRA Series 7, 63, and 24 (or 9/10) required.
• Series 3 required within 90 days of hire.
• Proven leadership experience, such as a Team Lead or Manager role, with a proven ability to drive results.
• Strong subject-matter expertise in financial services, specifically Equities, Corporate Actions, and advanced derivative products.
• Strong critical thinking and analytical skills.
• The ability to concisely and accurately communicate complex financial topics.

Responsibilities

• Support key initiatives improving customer experience metrics including ASAT and QA by collaborating with cross-functional teams.
• Develop deep subject matter expertise in Options, Margin, Futures, and Prediction Markets to effectively lead and resolve technical customer queries.
• Resolve escalated and complex customer issues using internal tools like Salesforce and Twilio.
• Utilize customer insights and data analytics to identify trends, escalate findings, and propose customer-centric solutions.
• Balance business integrity and strict regulatory compliance in all customer interactions.
• Contribute to internal knowledge bases, training content, and onboarding processes to improve team readiness and effectiveness.

Benefits

• Challenging, high-impact work to grow your career.
• Performance-driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching.
• Best-in-class benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed