Knowledge & Operational Readiness Lead

Robinhood • Denver, CO

11d • Hybrid

About The Position

Robinhood is building an elite team to address significant financial problems using frontier technologies. They are seeking bold thinkers and sharp problem-solvers who are driven to make an impact. Robinhood is described as a place for ambitious people to do their best work, with a high-performing, fast-moving team centered on ethics. The Platforms Knowledge Management team ensures associates and customers have clear, current, and compliant guidance by owning the knowledge ecosystem, including taxonomy, governance, editorial standards, and content lifecycle. They partner with various departments to publish SOPs and reusable messaging. The Knowledge & Operational Readiness Lead will own the full content and readiness lifecycle for complex functions, driving knowledge strategy, leading readiness programs, and making program-level decisions with minimal support. This role involves leading cross-functional collaboration, influencing partners at all levels, and developing colleagues. The ideal candidate is proficient in SOPs and go/no-go frameworks and can leverage AI to innovate. This role is based in Denver, CO and Westlake, TX, with a requirement for at least 3 days of in-person attendance per week (Wednesday, Thursday, Friday). Robinhood emphasizes the value of in-person work for progress, innovation, and community building, with an intentional and energizing office experience designed for high-performing teams.

Requirements

• Experienced individual contributor with advanced knowledge of knowledge management and content strategy, and practical experience across multiple related job areas — typically 4-5+ years of relevant experience
• Proven track record of independently owning multiple, more complex functions end-to-end and making meaningful program-level decisions with limited outside support
• Deep knowledge management and content strategy background: governance, information architecture, content lifecycle, and knowledge base operations
• Leads cross-functional collaboration and influences Product, Engineering, Compliance, and CX partners across all levels across multiple, more complex assigned functions
• Executive-level communication: able to move between granular operational detail and leadership-ready narratives depending on the audience
• Strong project management skills; comfortable holding multiple complex workstreams simultaneously without losing quality
• Uses AI to tackle hard, domain-specific problems — not just to speed up work but to rethink what's possible
• Active FINRA licenses where functionally necessary; deep subject matter expertise in assigned function(s)

Responsibilities

• Own end-to-end content strategy and knowledge governance for assigned function(s): creation, maintenance, and continuous improvement of Help Center articles, SOPs, runbooks, playbooks, escalation paths, policy documentation, and support workflows
• Lead readiness planning for product launches, policy updates, process changes, and operational initiatives — including go/no-go recommendations, risk registers, mitigation plans, and post-launch retrospectives
• Lead cross-functional collaboration across all assigned functions simultaneously — influencing Product, Engineering, Operations, Customer Support, Compliance, Risk, and Training partners at all levels to drive alignment on readiness and content strategy
• Establish content standards, information architecture, and governance frameworks that scale across functions and raise the bar for the team
• Partner with Customer Support leadership to prepare frontline teams for launches; identify contact drivers and support risks before go-live and develop plans to minimize customer friction
• Analyze metrics across assigned function(s) to identify patterns, inefficiencies, and improvement opportunities; drive post-launch reviews and lead improvement initiatives
• Communicate readiness status, performance insights, and risks to stakeholders at all levels, from operational detail to executive-ready narratives
• Guide, coach, and share functional expertise with colleagues within the team; influence parties inside and outside the department on knowledge management processes and practices
• Use AI to tackle complex, domain-specific knowledge problems — not just speed up routine work. The bar: streamlined workflows, resolved bottlenecks, and consistently higher-quality outcomes delivered faster.

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

What This Job Offers

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