Knowledge & Operational Readiness Specialist

Robinhood•Denver, TX

2d•Onsite

About The Position

Robinhood is hiring a Knowledge & Operational Readiness Specialist for its Platforms Knowledge Management team. The team maintains the knowledge ecosystem—including taxonomy, governance, editorial standards, and content lifecycle—and partners with CX Strategy, Product, Operations, Compliance, Legal, and Quality to publish accessible, current, and compliant SOPs and reusable messaging. The specialist owns the content and operational-readiness lifecycle for several assigned functions, including knowledge strategy, readiness programs, and program-level decisions. The role leads cross-functional collaboration across assigned functions, influences partners at all levels, and supports colleagues through coaching and shared expertise. The successful candidate applies AI to domain-specific knowledge challenges to streamline workflows, resolve bottlenecks, and improve outcomes. The position is based in Robinhood’s Denver, Colorado, or Westlake, Texas, office. In-person attendance is expected at least three days per week, with Wednesday, Thursday, and Friday required.

Requirements

Typically 3–4 or more years of relevant experience as an experienced individual contributor, with advanced knowledge of knowledge management and content strategy and practical experience across multiple related job areas.
Track record of independently owning multiple functions end-to-end and making meaningful program-level decisions with limited outside support.
Deep knowledge-management and content-strategy experience, including governance, information architecture, content lifecycle, and knowledge-base operations.
Experience leading cross-functional collaboration and influencing Product, Engineering, Compliance, and CX partners across levels and multiple assigned functions.
Executive-level communication skills, with the ability to move between operational details and leadership-ready narratives.
Strong project-management skills and ability to manage multiple workstreams while maintaining quality.
Ability to use AI to address difficult, domain-specific problems and rethink what is possible.
Active FINRA licenses where functionally necessary.
Deep subject-matter expertise in assigned function(s).

Responsibilities

Own content strategy and knowledge governance for assigned functions, including creating, maintaining, and continuously improving 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 assigned functions and influence Product, Engineering, Operations, Customer Support, Compliance, Risk, and Training partners to align on readiness and content strategy.
Establish content standards, information architecture, and governance frameworks that scale across functions.
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 functions to identify patterns, inefficiencies, and improvement opportunities; lead post-launch reviews and improvement initiatives.
Communicate readiness status, performance insights, and risks to stakeholders, from operational detail to executive-ready narratives.
Guide and coach colleagues and influence knowledge-management processes and practices inside and outside the department.
Use AI to address domain-specific knowledge problems, streamline workflows, resolve bottlenecks, and improve the quality and speed of outcomes.