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Customer Operations Manager, Money

Robinhood Markets, Inc.Chicago, IL; Denver, CO; Westlake, TX
On-site Full-time

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Experience Level

Manager

Qualifications

To succeed in this role, candidates should possess:Experience in customer service or operations management, preferably in the financial services sector. Strong analytical skills and the ability to derive insights from data. Exceptional problem-solving capabilities, with a focus on customer satisfaction. Excellent communication and interpersonal skills for effective collaboration with diverse teams. Proficiency in project management and operational excellence.

About the job

Team and Role Overview

Robinhood aims to make finance accessible for everyone. As part of the Money team, the Customer Operations Manager will help develop and scale banking and spending solutions for a broad customer base. This role leads the account operations team, with a focus on delivering strong customer experiences and supporting the launch of new products and features.

This position is based in Chicago, IL; Denver, CO; or Westlake, TX. In-person attendance is required at least four days per week. Robinhood’s offices are designed to foster collaboration, innovation, and a sense of community for high-performing teams.

What You Will Do

  • Direct the daily work of the customer account operations team, ensuring customer inquiries are handled promptly and accurately across multiple support channels.
  • Monitor and manage customer satisfaction metrics (such as ASAT), analyze trends, and drive improvements to raise satisfaction scores.
  • Address escalated issues thoroughly, working with Customer Experience, Product, Engineering, and Compliance teams to resolve complex cases.
  • Partner with Product, Engineering, and Compliance to advocate for customer needs and contribute to product and process improvements.
  • Develop and update standard operating procedures to maintain efficient and consistent operations.

About the Team

The Money team at Robinhood builds innovative financial solutions and is responsible for launching and scaling new products. Team members work closely with colleagues across Engineering, Finance, Product, and Legal, as well as key external partners. The group values creativity, ethical practices, and a drive to make a meaningful impact in the financial sector.

About Robinhood Markets, Inc.

Robinhood is dedicated to democratizing finance, making it accessible to all. As pioneers in the financial technology sector, we are committed to building innovative products that empower users and transform how they interact with money. Our culture is driven by ethics, innovation, and a shared mission to create a more inclusive financial future.

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