Customer Experience Manager, Money
About The Position
Join us in building the future of finance. Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades. The largest transfer of wealth in human history. If you’re ready to be at the epicenter of this historic cultural and financial shift, keep reading. About the team + role We are building an elite team, applying frontier technologies to the world’s biggest financial problems. We’re looking for bold thinkers. Sharp problem-solvers. Builders who are wired to make an impact. Robinhood isn’t a place for complacency, it’s where ambitious people do the best work of their careers. We’re a high-performing, fast-moving team with ethics at the center of everything we do. Expectations are high, and so are the rewards. The Money (Credit and Banking) team supports our customers as they utilize Robinhood’s growing suite of banking and credit features. As the Money Manager, you will lead a newly growing desk focused on banking, credit, and money movement. You will play a crucial role in building the foundation of this team, navigating changes as this business area scales rapidly. 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
- Strong external banking and credit leadership experience (experience from institutions like Capital One or JP Morgan is highly preferred).
- Proven ability to lead through change and scale a team in a fast-paced environment.
- Strong subject-matter expertise in banking products, credit services, and money movement operations.
- Exceptional time management, interpersonal, communication, and relationship-building skills.
- Passion for coaching, mentorship, and developing future leaders within your team.
- Strong critical thinking and logical problem-solving skills to isolate and resolve escalated issues.
- A proactive mindset to creatively discover ways to improve productivity and quality for the Customer Experience team.
Responsibilities
- Drive performance, coaching, and development for a team handling banking and credit inquiries.
- Navigate rapid business changes and guide your team through transitions.
- Ensure high schedule effectiveness and strict SLA adherence across the team.
- Actively monitor agent performance, providing constructive feedback and leveraging data to improve team outcomes.
- Partner with cross-functional leaders to advocate for the customer and influence the roadmap.
- Positively contribute to the CX culture, fostering a resilient and customer-obsessed environment.
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
