Customer Care, Program Manager
Summary
Program Manager on Robinhood's Customer Care Government Products team, owning end-to-end contact center program management for Trump Accounts (run for the U.S. Treasury with BNY). Day to day: governance, vendor/SLA management, incident and change management, compliance and audit support, and KPI reporting, working 3+ days/week from the Denver, Westlake, or Chicago office.
Join us in building the future of finance.
Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades. The largest transfer of wealth in human history. If you’re ready to be at the epicenter of this historic cultural and financial shift, keep reading.
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 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 is the single point of accountability for keeping the program's contact center obligations — to BNY, the U.S. Treasury, and Robinhood's own Legal, Compliance, Operations, Finance, Security, and Engineering teams — running on schedule and in good standing.
This role is based in our Denver, CO, Westlake, TX, or Chicago, IL office(s), with in-person attendance expected at least 3 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
- Lead end-to-end Contact Center program management for complex, cross-functional initiatives — scope, milestones, success metrics, governance structures from kickoff through the program lifetime
- Partner with Product, Engineering, Legal, Compliance, and Risk to ensure CX initiatives meet regulatory requirements (FINRA, SEC, state securities regulations)
- Run governance cadences — steering committees, status reporting, executive updates
- Own risk identification and mitigation, maintaining RAID logs and escalating regulatory/operational/tech risks
- Manage external vendor and financial-services partner relationships — contract deliverables, SLAs, escalation paths
- Own change management for production changes — testing, sign-off, rollback plans
- Support audits, regulatory exams, and inquiries — documentation, stakeholder responses, evidence gathering
- Build and maintain KPI/metrics reporting for program health, adoption, business outcomes
- Serve as BNY Contact Center Engagement Owner during Trump Account incidents — single point of contact for RH's CX team, alongside the incident ATC
- Lead incident management and business continuity for production issues affecting customer-facing brokerage systems
- Manage the program's U.S. Treasury waiver and compliance commitments — deadline tracking, renewal reporting
What you bring
- 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 — formal severity/on-call processes, cross-company coordination
- Comfort in ambiguity — building governance/SOPs for a first-of-its-kind program vs. an established playbook
- Excellent written/verbal communication, executive-level reporting for internal and external audiences
- Compliance-adjacent experience — regulated-data handling, contractual waiver management, third-party vendor governance
- Cross-functional leadership across Legal, Compliance, Security, Engineering, CX, and BPO oversight
- Bachelor's degree or equivalent practical experience; PMP or similar a plus
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.
In addition to the base pay range listed below, this role is also eligible for bonus opportunities + equity + benefits.
Base pay for the successful applicant will depend on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands. The expected base pay range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. For other locations not listed, compensation can be discussed with your recruiter during the interview process.
Base Pay Range:
Click here to learn more about our Total Rewards, which vary by region and entity.
If our mission energizes you and you’re ready to build the future of finance, we look forward to seeing your application.
Robinhood provides equal opportunity for all applicants, offers reasonable accommodations upon request, and complies with applicable equal employment and privacy laws. Inclusion is built into how we hire and work—welcoming different backgrounds, perspectives, and experiences so everyone can do their best. Please review the Privacy Policy for your country of application.
Skills
As published by greenhouse · 16 questions
Basics
First Name, Last Name, Email, Phone, Resume/CV, Cover Letter, Location
Short answers (8)
- LinkedIn Profile optional
- Website optional
- How did you hear about this job? optional
- As a condition of employment we will require: 1) Your U5 from your prior employer. 2) The ability to be licensed in all 53 states and jurisdictions. 3) Passing a background check, credit check, and fingerprinting. Based on this, would anything of concern be reported by your former/current employer (e.g., U5 disclosures, involuntary terminations of any kind, including policy violations, failure to obtain licenses, performance-related, etc), or arise in your background check, credit check, or fingerprinting? If yes, please provide context below. optional
- Do you currently hold any active FINRA licenses? If so, which ones? *
- What is your individual CRD number? optional
- If you answered "Yes" to the above question, please provide additional information here: optional
- If you answered "Yes" to the above question, please provide additional information here: optional
Pick from a list (8)
- What gender pronouns do you prefer? optional
- Have you used Robinhood? optional
- Have you ever worked for Robinhood as an employee, intern or contractor? Note that providing false or misleading information may result in disqualification from the hiring process.
- Are you legally work authorized to work in the US?
- Will you now (or in the future) require visa sponsorship in order to work in the US?
- Are you willing to work from the office(s) listed on the job description?
- Do you have: a) any Personal/Familial Relationships (current Robinhood employees or employees of Robinhood’s vendors); b) any Outside Business Activities that you wish to continue; c) any investment that is greater than 5% of the outstanding shares of a publicly-traded company; d) any investment in a private company that has a business relationship or that is a current competitor of Robinhood; or e) any Intellectual Property Ownership (patents, trademarks, copyrights) that you wish to retain and/or create/develop while at Robinhood?
- Robinhood adheres to applicable laws and regulations in relation to government officials given inherent bribery and/or corruption risk. A government official is any person that performs a public function on any level or acts in any official capacity on behalf of a government or government owned entity. a) Do you currently hold or have you held, within the last 5 years, a position as a government official? b) Have you been referred or recommended for this position by a government official? c) Are you related to or have a close personal relationship with a government official?
