Customer Care, Program Manager
About The Position
The Customer Care, Government Products team supports industry-changing products in collaboration with the U.S. Government, expanding financial access for millions of Americans. This role leads end-to-end Customer Care workstream management for Trump Accounts, developed and managed on behalf of the U.S. Department of the Treasury in partnership with BNY. The Program Manager is the single point of accountability for keeping the program's contact center obligations — to BNY, the U.S. Treasury, and Robinhood's own Legal, Compliance, Operations, Finance, Security, and Engineering teams — running on schedule and in good standing. This role is based in our Denver, CO, Westlake, TX, or Chicago, IL office(s), with in-person attendance expected at least 3 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
- Experience managing complex, multi-stakeholder programs with external financial-services partners, vendors, or regulators
- Familiarity with financial agency relationships, trustee/custodial structures, or public-sector fintech — or comparable experience in a heavily contracted, multi-party environment
- Incident management and crisis communication experience — formal severity/on-call processes, cross-company coordination
- Comfort in ambiguity — building governance/SOPs for a first-of-its-kind program vs. an established playbook
- Excellent written/verbal communication, executive-level reporting for internal and external audiences
- Compliance-adjacent experience — regulated-data handling, contractual waiver management, third-party vendor governance
- Cross-functional leadership across Legal, Compliance, Security, Engineering, CX, and BPO oversight
- Bachelor's degree or equivalent practical experience; PMP or similar a plus
Responsibilities
- Lead end-to-end Contact Center program management for complex, cross-functional initiatives — scope, milestones, success metrics, governance structures from kickoff through the program lifetime
- Partner with Product, Engineering, Legal, Compliance, and Risk to ensure CX initiatives meet regulatory requirements (FINRA, SEC, state securities regulations)
- Run governance cadences — steering committees, status reporting, executive updates
- Own risk identification and mitigation, maintaining RAID logs and escalating regulatory/operational/tech risks
- Manage external vendor and financial-services partner relationships — contract deliverables, SLAs, escalation paths
- Own change management for production changes — testing, sign-off, rollback plans
- Support audits, regulatory exams, and inquiries — documentation, stakeholder responses, evidence gathering
- Build and maintain KPI/metrics reporting for program health, adoption, business outcomes
- Serve as BNY Contact Center Engagement Owner during Trump Account incidents — single point of contact for RH's CX team, alongside the incident ATC
- Lead incident management and business continuity for production issues affecting customer-facing brokerage systems
- Manage the program's U.S. Treasury waiver and compliance commitments — deadline tracking, renewal reporting
Benefits
- Challenging, high-impact work to grow your career
- Performance driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching
- Top Tier benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents
- Access to the Robinhood Employee Fund that gives eligible US employees the opportunity to invest in a private employee fund that provides exposure to Robinhood Ventures funds.
- Access to the best AI tools on the market and continuous AI skill-building for every employee, technical or not.
- Lifestyle wallet - a highly flexible benefits spending account for wellness, learning, and more
- Employer-paid life & disability insurance, fertility benefits, and mental health benefits
- Time off to recharge including company holidays, paid time off, sick time, parental leave, and more!
- 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
