Customer Experience Manager, Money

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 Money (Credit and Banking) team supports our customers as they utilize Robinhood’s growing suite of banking and credit features. As the Money Manager, you will lead a newly growing desk focused on banking, credit, and money movement. You will play a crucial role in building the foundation of this team, navigating changes as this business area scales rapidly.

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

• Drive performance, coaching, and development for a team handling banking and credit inquiries.
• Navigate rapid business changes and guide your team through transitions.
• Ensure high schedule effectiveness and strict SLA adherence across the team.
• Actively monitor agent performance, providing constructive feedback and leveraging data to improve team outcomes.
• Partner with cross-functional leaders to advocate for the customer and influence the roadmap.
• Positively contribute to the CX culture, fostering a resilient and customer-obsessed environment.

What you bring

• Strong external banking and credit leadership experience (experience from institutions like Capital One or JP Morgan is highly preferred).
• Proven ability to lead through change and scale a team in a fast-paced environment.
• Strong subject-matter expertise in banking products, credit services, and money movement operations.
• Exceptional time management, interpersonal, communication, and relationship-building skills.
• Passion for coaching, mentorship, and developing future leaders within your team.
• Strong critical thinking and logical problem-solving skills to isolate and resolve escalated issues.
• A proactive mindset to creatively discover ways to improve productivity and quality for the Customer Experience team.

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.