At a glance
- Location
- Chicago · Denver · Westlake, TX
About the role
- 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 serves as the single point of accountability for keeping the program's contact center obligations running on schedule and in good standing.
Responsibilities
- Lead end-to-end Contact Center program management for complex, cross-functional initiatives including scope, milestones, success metrics, and governance structures.
- Partner with Product, Engineering, Legal, Compliance, and Risk to ensure CX initiatives meet regulatory requirements such as FINRA, SEC, and state securities regulations.
- Run governance cadences including steering committees, status reporting, and executive updates.
- Own risk identification and mitigation, maintaining RAID logs and escalating regulatory, operational, or tech risks.
- Manage external vendor and financial-services partner relationships including contract deliverables, SLAs, and escalation paths.
- Own change management for production changes including testing, sign-off, and rollback plans.
- Support audits, regulatory exams, and inquiries through documentation, stakeholder responses, and evidence gathering.
- Build and maintain KPI and metrics reporting for program health, adoption, and business outcomes.
- Serve as BNY Contact Center Engagement Owner during Trump Account incidents as the single point of contact for RH's CX team.
- Lead incident management and business continuity for production issues affecting customer-facing brokerage systems, and manage U.S. Treasury waiver and compliance commitments.
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 including formal severity and on-call processes and cross-company coordination.
- Comfort in ambiguity such as building governance and SOPs for a first-of-its-kind program versus an established playbook.
- Excellent written and verbal communication, with executive-level reporting for internal and external audiences.
- Compliance-adjacent experience involving regulated-data handling, contractual waiver management, and third-party vendor governance.
- Cross-functional leadership across Legal, Compliance, Security, Engineering, CX, and BPO oversight.
- Bachelor's degree or equivalent practical experience.
Preferred qualifications
- PMP or similar certification
Benefits
- Performance driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching
- 100% paid health insurance for employees with 90% coverage for dependents
- Access to the Robinhood Employee Fund for private fund investment exposure
- Access to AI tools and continuous AI skill-building
- Lifestyle wallet benefits spending account for wellness and learning
- Employer-paid life and disability insurance
- Fertility benefits and mental health benefits
- Paid time off including company holidays, sick time, and parental leave
- Office experience with catered meals, events, and comfortable workspaces
Workplace
- In-person attendance expected at least 3 days per week.
- Based in Denver, CO, Westlake, TX, or Chicago, IL office locations.
Skills
- Program Management
- Change Management
- Incident Management
- Cross-functional Leadership
