Customer Care, Program Manager

Robinhood•Chicago, IL

5d•Hybrid

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

Nice To Haves

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
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
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.