Customer Experience Manager, Advanced Services

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 Advanced Services team’s mission is to provide an outstanding customer experience for our most complex financial products. As an Advanced Services Manager, you will lead a specialized customer-facing team dealing with complex equities and derivatives. You will be responsible for driving performance, coaching team members, and ensuring regulatory compliance with a core focus on Equities, Options, Margin, Futures outrights, and Prediction Markets.

This role is based in our 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

• Support key initiatives improving customer experience metrics including ASAT and QA by collaborating with cross-functional teams.
• Develop deep subject matter expertise in Options, Margin, Futures, and Prediction Markets to effectively lead and resolve technical customer queries.
• Resolve escalated and complex customer issues using internal tools like Salesforce and Twilio.
• Utilize customer insights and data analytics to identify trends, escalate findings, and propose customer-centric solutions.
• Balance business integrity and strict regulatory compliance in all customer interactions.
• Contribute to internal knowledge bases, training content, and onboarding processes to improve team readiness and effectiveness.

What you bring

• Active FINRA Series 7, 63, and 24 (or 9/10) required.
• Series 3 required within 90 days of hire.
• Proven leadership experience, such as a Team Lead or Manager role, with a proven ability to drive results.
• Strong subject-matter expertise in financial services, specifically Equities, Corporate Actions, and advanced derivative products.
• Strong critical thinking and analytical skills.
• The ability to concisely and accurately communicate complex financial topics.

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.
• Best-in-class benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents.
• 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.