Customer Experience Manager, Core Services
About The Position
The Advanced Services team’s mission is to provide an outstanding customer experience for our 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 our Westlake, TX office(s), with in-person attendance expected at least 5 days per week. At Robinhood, we believe in the power of in-person work to accelerate progress, spark innovation, and strengthen community. Our office experience is intentional, energizing, and designed to fully support high-performing teams.
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
- Performance-driven compensation with multipliers for outsized impact
- bonus programs
- equity ownership
- 401(k) matching
- 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
- mental health benefits
- company holidays
- paid time off
- sick time
- parental leave
- Exceptional office experience with catered meals, events, and comfortable workspaces
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
