Manager of Customer Operations, Money at Robinhood in Chicago, IL

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

Robinhood’s Money team is building the next generation of banking and spending products for all Americans. Our team members drive never-before-seen products and features from concept to launch to hyperscale.

As the Customer Operations Manager, you will play a pivotal role in managing the account operations team and executing on customer account operations. You will be collaborating closely with key external partners, as well as our internal teams including: Engineering, Finance, Product and Legal teams to push forward key initiatives.

This role is based in our Chicago, IL; Denver, CO; Westlake, TX office(s), with in-person attendance expected at least 4 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

• Lead day-to-day execution of the customer account operations team, ensuring timely and accurate resolution of customer requests across support channels.
• Own customer experience metrics (e.g., ASAT), analyzing trends and implementing changes that satisfaction scores.
• Manage escalations end-to-end, coordinating with Customer Experience, Product, Engineering, and Compliance teams to resolve complex issues.
• Partner with Product, Engineering, and Compliance to represent customer needs and inform product and process improvements.
• Maintain and improve standard operating procedures and internal tools to increase accuracy, reduce handling time, and support team efficiency.

What you bring

• 3+ years of experience managing customer support or operations teams in a fast-paced, high-growth environment.
• Strong command of support metrics (e.g., ASAT) and experience using data to improve service quality and team performance.
• Proven ability to operate at both a strategic and tactical level, from overseeing daily execution to shaping team and CX strategy.
• Demonstrated ability to manage escalations and resolve complex customer issues in partnership with Product and Engineering teams.
• A people-focused leadership approach, with experience coaching and developing team members.
• Strong communication skills, with the ability to share updates and align priorities across teams.

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.