Customer Experience Manager, Trump Accounts

About the team + role

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.

The Core Services team's mission is to provide exceptional client support across complex financial topics like ETFs, how investments work, and market mechanics. We focus on delivering world-class service while upholding Robinhood's values of safety, clarity, and accountability.

As a Customer Experience Manager, Trump Accounts you will lead a high-performing, customer-facing team and play a vital role in coaching, developing, providing help desk support, and inspiring team members. You'll ensure performance targets are met, elevate the customer experience, and foster an inclusive and energizing team culture. You'll also serve as a subject matter expert on equities and market topics!

The team operates seven days a week from 7:00 a.m. to 10:00 p.m. ET. Employees will work either five 8-hour shifts or four 10-hour shifts per week, depending on business needs. Specific schedules will be determined after hire.

This role is based in our Westlake, TX office, with in-person attendance 5 days per week.

What you’ll do

• Coach and develop a team of customer experience professionals, focusing on performance across key qualitative and quantitative metrics.
• Cultivate a positive, inclusive team culture that aligns with Robinhood's values.
• Guide your team through change with effective communication and clarity.
• Respond to complex customer issues and serve as an escalation point for inquiries related to stock trading, corporate actions, and market mechanics.
• Support your team with expertise in investment-related topics including custodial accounts, IRAs, brokerage accounts, and investor education.

What you bring

• Active FINRA licensing
• Prior leadership experience (e.g., Team Lead, Supervisor, or Manager) with a track record of achieving results.
• Strong interpersonal and communication skills, with a passion for mentorship.
• Deep subject matter knowledge in financial services, specifically equities, corporate actions, and retirement accounts.
• Comfort leading through ambiguity and organizational change.

Leadership expectations

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.

What we offer

• 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.