Customer Care, Program Manager

📋 Description

• Lead end-to-end Contact Center program management for complex, cross-functional initiatives —
• Partner with Product, Engineering, Legal, Compliance, and Risk to ensure CX initiatives meet
• Run governance cadences — steering committees, status reporting, executive updates
• Own risk identification and mitigation, maintaining RAID logs and escalating
• Manage external vendor and financial-services partner relationships — contract deliverables, SLAs
• Own change management for production changes — testing, sign-off, rollback plans

🎯 Requirements

• Experience managing complex, multi-stakeholder programs with external financial-services partners
• Familiarity with financial agency relationships, trustee/custodial structures, or public-sector
• Incident management and crisis communication experience — formal severity/on-call processes
• Comfort in ambiguity — building governance/SOPs for a first-of-its-kind program vs. an established
• Excellent written/verbal communication, executive-level reporting for internal and external
• Compliance-adjacent experience — regulated-data handling, contractual waiver management

🎁 Benefits

• Challenging, high-impact work to grow your career
• Performance driven compensation with multipliers for outsized impact, bonus programs, equity
• Top Tier benefits to fuel your work, including 100% paid health insurance for employees with 90%
• Access to the Robinhood Employee Fund that gives eligible US employees the opportunity to invest in
• Access to the best AI tools on the market and continuous AI skill-building for every employee
• Lifestyle wallet - a highly flexible benefits spending account for wellness, learning, and more