Knowledge & Operational Readiness Lead
Denver · Westlake, TX · 4-5 years experience · Posted Sep 24, 2026
At a glance
- Experience
- 4-5 years experience
- Location
- Denver · Westlake, TX
About the role
- As a Knowledge & Operational Readiness Lead at Robinhood, you will own the full content and readiness lifecycle across multiple assigned functions.
- The role involves driving knowledge strategy, leading readiness programs, and making meaningful program-level decisions with limited outside support.
- You will lead cross-functional collaboration and use AI to tackle complex, domain-specific knowledge problems.
Responsibilities
- Own end-to-end content strategy and knowledge governance for assigned function(s), including creation, maintenance, and continuous improvement of Help Center articles, SOPs, runbooks, playbooks, escalation paths, policy documentation, and support workflows.
- Lead readiness planning for product launches, policy updates, process changes, and operational initiatives, including go/no-go recommendations, risk registers, mitigation plans, and post-launch retrospectives.
- Lead cross-functional collaboration across all assigned functions simultaneously, influencing Product, Engineering, Operations, Customer Support, Compliance, Risk, and Training partners.
- Establish content standards, information architecture, and governance frameworks that scale across functions.
- Partner with Customer Support leadership to prepare frontline teams for launches, identify contact drivers and support risks before go-live, and develop plans to minimize customer friction.
- Analyze metrics across assigned function(s) to identify patterns, inefficiencies, and improvement opportunities, and drive post-launch reviews.
- Communicate readiness status, performance insights, and risks to stakeholders at all levels, from operational detail to executive-ready narratives.
- Guide, coach, and share functional expertise with colleagues within the team, and influence parties inside and outside the department.
- Use AI to tackle complex, domain-specific knowledge problems to streamline workflows, resolve bottlenecks, and deliver higher-quality outcomes faster.
Requirements
- Experienced individual contributor with advanced knowledge of knowledge management and content strategy, and practical experience across multiple related job areas.
- Proven track record of independently owning multiple, more complex functions end-to-end and making meaningful program-level decisions with limited outside support.
- Deep knowledge management and content strategy background covering governance, information architecture, content lifecycle, and knowledge base operations.
- Ability to lead cross-functional collaboration and influence Product, Engineering, Compliance, and CX partners across all levels.
- Executive-level communication skills to move between granular operational detail and leadership-ready narratives.
- Strong project management skills with comfort holding multiple complex workstreams simultaneously.
- Ability to use AI to tackle hard, domain-specific problems to rethink what is possible.
- Active FINRA licenses where functionally necessary, along with deep subject matter expertise in assigned function(s).
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.
- Lifestyle wallet - a flexible benefits spending account for wellness, learning, and more.
- Employer-paid life & disability insurance.
- Fertility benefits.
- Mental health benefits.
- Time off to recharge including company holidays, paid time off, sick time, and parental leave.
Workplace
- In-person attendance expected at least 3 days per week (Wednesday, Thursday, Friday).
- Office experience includes catered meals, events, and comfortable workspaces.
Skills
- AI
- Knowledge Management
- Content Strategy
- Information Architecture
- Project Management
