Knowledge & Operational Readiness Specialist

Robinhood • Westlake, TX

3d • $73,000 - $110,000 • Onsite

About The Position

The Knowledge & Operational Readiness Specialist owns the content and readiness lifecycle for several assigned functions, partnering with senior team members on complex work. The role drives knowledge strategy, leads readiness programs, makes program-level decisions with limited outside support, and coordinates cross-functional partners. It is based in Robinhood’s Denver, Colorado or Westlake, Texas office, with in-person attendance at least three days per week; Wednesday, Thursday, and Friday are required.

The Platforms Knowledge Management team maintains Robinhood’s knowledge ecosystem, including taxonomy, governance, editorial standards, and content lifecycle. It partners with CX Strategy, Product, Operations, Compliance, Legal, and Quality to publish clear, current, compliant, easy-to-use standard operating procedures and reusable messaging. The specialist owns knowledge governance and content strategy, leads launch and change readiness, assesses support risks, analyzes performance, communicates with stakeholders, and coaches colleagues. The role also uses AI to address domain-specific knowledge problems and improve workflows and outcomes.

Requirements

• Typically 3–4+ years of relevant experience across knowledge management, content strategy, and multiple related job areas.
• Advanced knowledge of knowledge management and content strategy, with practical experience across multiple related job areas.
• Proven ability to independently own multiple functions end-to-end and make meaningful program-level decisions with limited outside support.
• Deep knowledge of 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 functions.
• Executive-level communication skills, including adapting between operational detail and leadership-ready narratives.
• Strong project management skills and ability to manage multiple simultaneous workstreams without losing quality.
• Ability to use AI to address difficult, domain-specific problems and rethink existing approaches.
• Active FINRA licenses where functionally necessary, and deep subject matter expertise in assigned functions.

Responsibilities

• Own end-to-end content strategy and knowledge governance for assigned functions, including 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 assigned functions, influencing 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 and raise team standards.
• 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; 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 and coach colleagues and share functional expertise; influence internal and external parties on knowledge management processes and practices.
• Use AI to address domain-specific knowledge problems, streamline workflows, resolve bottlenecks, and improve the speed and quality of outcomes.

Benefits

• Performance-driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching.
• 100% paid health insurance for employees and 90% coverage for dependents.
• Flexible lifestyle wallet for wellness, learning, and other spending.
• Employer-paid life and disability insurance, fertility benefits, and mental health benefits.
• Company holidays, paid time off, sick time, parental leave, and other time off.
• Catered meals, events, and comfortable office workspaces.

What This Job Offers

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