At a glance
- Location
- Denver · Westlake, TX
About the role
- The Customer Experience Manager for the Executive Office leads a team of senior specialists handling complex, sensitive customer issues involving executives, legal, and regulatory bodies. This high-visibility role focuses on setting resolution standards, identifying systemic improvements, and partnering with cross-functional teams to address root causes.
Responsibilities
- Partner with CX Senior Leadership to set strategy and lead day-to-day operations for complaints management and escalations.
- Lead and develop a team of senior Customer Experience specialists.
- Coach senior specialists to raise performance, strengthen decision-making, and deliver consistent resolutions.
- Establish and improve resolution strategies, operating standards, and escalation practices.
- Monitor key performance indicators, complaint trends, and customer friction to identify emerging risks.
- Translate insights from complex cases into systemic improvements by partnering with Compliance, Legal, and Product teams.
- Advise CX leadership on complaint and escalation trends to inform business priorities.
- Partner with Compliance to balance customer outcomes, operational effectiveness, and regulatory requirements.
- Identify opportunities to improve tooling, processes, knowledge, and automation.
- Elevate the voice of the customer to inform broader business decisions.
Requirements
- 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.
- Demonstrated experience leading escalations, complaints management, or other complex customer operations.
- Proven ability to lead and develop experienced teams.
- Strong operational leadership skills with experience using data to identify opportunities.
- Strong problem-solving, analytical, and decision-making capabilities.
- Ability to influence and collaborate across senior leaders and cross-functional partners.
Benefits
- Performance driven compensation with bonus programs and equity ownership
- 401(k) matching
- 100% paid health insurance for employees with 90% coverage for dependents
- Access to the Robinhood Employee Fund
- Access to AI tools and continuous AI skill-building
- Lifestyle wallet for wellness and learning
- Employer-paid life & disability insurance
- Fertility benefits
- Mental health benefits
- Paid time off including company holidays, sick time, and parental leave
Workplace
- Based in Denver, CO and Westlake, TX.
- In-person attendance expected at least 5 days per week.
Skills
- Complaints Management
- Operational Leadership
