Customer Experience Manager, Trump Accounts

Robinhood•Westlake, TX

1d•Onsite

About The Position

The Customer Experience Manager, Trump Accounts will lead a high-performing, customer-facing team at Robinhood. The role focuses on coaching, developing, and supporting team members while ensuring performance targets are met, improving the customer experience, and fostering an inclusive, energizing team culture. The manager will also serve as a subject matter expert on equities and market topics. The Core Services team provides customer support on complex financial topics, including ETFs, investing, and market mechanics, while emphasizing safety, clarity, and accountability. The team operates seven days a week from 7:00 a.m. to 10:00 p.m. ET. Employees work either five 8-hour shifts or four 10-hour shifts per week, according to business needs; specific schedules are determined after hire. This role is based in Robinhood’s Westlake, Texas office and requires in-person attendance five days per week.

Requirements

Active FINRA licensing.
Prior leadership experience, such as Team Lead, Supervisor, or Manager, with a track record of achieving results.
Strong interpersonal and communication skills and a passion for mentorship.
Deep financial-services subject matter knowledge, specifically in equities, corporate actions, and retirement accounts.
Comfort leading through ambiguity and organizational change.

Responsibilities

Coach and develop a team of customer experience professionals, with a focus on qualitative and quantitative performance metrics.
Cultivate a positive, inclusive team culture aligned with Robinhood's values.
Guide the team through change with effective communication and clarity.
Respond to complex customer issues and serve as an escalation point for questions involving stock trading, corporate actions, and market mechanics.
Support the team with expertise in custodial accounts, IRAs, brokerage accounts, and investor education.
Set focused goals, give real-time feedback, develop high-performing talent, and scale impact through focus, innovation, and technology.
Hire and retain strong talent, invest in onboarding, and address talent issues promptly and fairly.
Build trust and inclusion, connect work to purpose, prioritize safety, remove friction, and lead with integrity.

Benefits

Performance-driven compensation, including bonus programs and equity ownership.
401(k) matching.
100% paid health insurance for employees and 90% coverage for dependents.
Access for eligible U.S. employees to invest in a private employee fund that provides exposure to Robinhood Ventures funds.
Access to AI tools and continuous AI skill-building.
Flexible lifestyle spending account for wellness, learning, and other expenses.
Employer-paid life and disability insurance.
Fertility benefits.
Mental health benefits.
Company holidays, paid time off, sick time, parental leave, and other time off.
Catered meals, events, and comfortable workspaces.