Manager of Customer Operations, Money

Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades. The largest transfer of wealth in human history. If you’re ready to be at the epicenter of this historic cultural and financial shift, keep reading.

We are building an elite team, applying frontier technologies to the world’s biggest financial problems. We’re looking for bold thinkers. Sharp problem-solvers. Builders who are wired to make an impact. Robinhood isn’t a place for complacency, it’s where ambitious people do the best work of their careers. We’re a high-performing, fast-moving team with ethics at the center of everything we do. Expectations are high, and so are the rewards

Robinhood’s Money team is building the next generation of banking and spending products for all Americans. Our team members drive never-before-seen products and features from concept to launch to hyperscale.

As the Customer Operations Manager, you will play a pivotal role in managing the account operations team and executing on customer account operations. You will be collaborating closely with key external partners, as well as our internal teams including: Engineering, Finance, Product and Legal teams to push forward key initiatives.

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. 

• →Lead day-to-day execution of the customer account operations team, ensuring timely and accurate resolution of customer requests across support channels.
• →Own customer experience metrics (e.g., ASAT), analyzing trends and implementing changes that satisfaction scores.
• →Manage escalations end-to-end, coordinating with Customer Experience, Product, Engineering, and Compliance teams to resolve complex issues.
• →Partner with Product, Engineering, and Compliance to represent customer needs and inform product and process improvements.
• →Maintain and improve standard operating procedures and internal tools to increase accuracy, reduce handling time, and support team efficiency.

• 3+ years of experience managing customer support or operations teams in a fast-paced, high-growth environment.
• Strong command of support metrics (e.g., ASAT) and experience using data to improve service quality and team performance.
• Proven ability to operate at both a strategic and tactical level, from overseeing daily execution to shaping team and CX strategy.
• Demonstrated ability to manage escalations and resolve complex customer issues in partnership with Product and Engineering teams.
• A people-focused leadership approach, with experience coaching and developing team members.
• Strong communication skills, with the ability to share updates and align priorities across teams.

Our ambitious roadmap requires a great culture shaped by exceptional leaders. Here’s what we expect from them:

• Drive high performance by setting clear, focused goals, giving real-time feedback, stretching top talent, and scaling impact through focus, innovation, and tech.
• Hire and retain top talent by setting a high bar, hiring only those who raise it, investing in onboarding, and addressing talent issues quickly and fairly.
• Create community by connecting work to purpose, removing friction while prioritizing safety, building trust and inclusion, and leading from the front with integrity.