Customer Experience Manager, Executive Office

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.

Robinhood's Customer Experience team is committed to providing high-quality, comprehensive support for our customers, many of whom are investing for the first time. As a key part of this organization, the Executive Office team represents the most senior tier of support at Robinhood CX. Our team takes direct ownership of cases that reach our executives, legal team, and regulatory bodies. We work diligently to resolve the most complex, sensitive issues our customers face with ethics and integrity at the core of our operations!

As the Customer Experience Manager, Executive Office, you will lead a highly skilled team of senior specialists responsible for navigating some of our most complex and sensitive customer issues. You will set the strategy and standards for exceptional resolution, equipping your team with the judgment, tools, and support needed to confidently manage executive, legal, and regulatory escalations. You will monitor complaint themes and customer friction to identify opportunities for broader improvement, partnering closely with senior CX leadership, Compliance, Legal, Product, and other cross-functional teams to address root causes and strengthen the customer experience. This is a high-visibility leadership role where you will develop senior talent, drive consistent and thoughtful resolution practices, and ensure the team is prepared to navigate even the most challenging customer situations.

This role is based in our Denver, CO and Westlake, TX office(s), with in-person attendance expected at least 5 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.

What you’ll do

• Partner with CX Senior Leadership to set strategy and lead day-to-day operations for complaints management and escalations across our most complex and sensitive customer issues.
• Lead and develop a team of senior Customer Experience specialists, setting clear expectations and building the judgment and capabilities needed to navigate complex customer situations.
• Coach and develop senior specialists to raise the performance bar, strengthen decision-making, and deliver thoughtful, consistent resolutions.
• Establish and continuously improve resolution strategies, operating standards, and escalation practices across the team.
• Monitor key performance indicators, complaint trends, and customer friction to identify emerging risks and opportunities for improvement.
• Translate insights from complex cases into systemic improvements, partnering across Compliance, Legal, Product, Operational Readiness, and CX leadership to address root causes.
• Advise CX leadership on complaint and escalation trends and how they should inform broader business priorities and customer experience strategy.
• Partner closely with Compliance and other key stakeholders to ensure complaint-management practices balance customer outcomes, operational effectiveness, and regulatory requirements.
• Identify opportunities to improve tooling, processes, knowledge, and automation that enable specialists to resolve complex issues more effectively.
• Elevate the voice of the customer, ensuring insights from our most challenging cases inform decisions and improvements across the broader business.

What you bring

• Demonstrated experience leading escalations, complaints management, or other complex customer operations.
• Proven ability to lead and develop experienced teams, including coaching sound judgment and decision-making in complex or ambiguous situations.
• Strong operational leadership skills with experience setting performance expectations, using data to identify opportunities, and delivering measurable results.
• Strong problem-solving, analytical, and decision-making capabilities, including the ability to identify patterns and root causes beyond individual customer cases.
• Ability to influence and collaborate effectively across senior leaders and cross-functional partners, including Compliance, Legal, Product, and Operations.
• Minimum four years of experience in a Customer Care management role.
• Bachelor's degree in a related field.
• Series 7, 63, and 24 Designated Principal licenses (Series 9/10 accepted in lieu of the 24).
• Series 66 and Series 3 required within 180 days of hire.

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.