Customer Experience Manager, Executive Office

📋 Description

• Partner with CX Senior Leadership to set strategy and lead day-to-day operations for complaints
• Lead and develop a team of senior Customer Experience specialists, setting clear expectations and
• Coach and develop senior specialists to raise the performance bar, strengthen decision-making, and
• Establish and continuously improve resolution strategies, operating standards, and escalation
• Monitor key performance indicators, complaint trends, and customer friction to identify emerging
• Translate insights from complex cases into systemic improvements, partnering across Compliance

🎯 Requirements

• Demonstrated experience leading escalations, complaints management, or other complex customer
• Proven ability to lead and develop experienced teams, including coaching sound judgment and
• Strong operational leadership skills with experience setting performance expectations, using data
• Strong problem-solving, analytical, and decision-making capabilities, including the ability to
• Ability to influence and collaborate effectively across senior leaders and cross-functional
• Minimum four years of experience in a Customer Care management role.

🎁 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