Customer Care, Program Manager

As a Customer Care Program Manager at Robinhood, you lead end-to-end program management for Trump Accounts, a government-partnership product developed and managed on behalf of the U.S. Department of the Treasury in collaboration with BNY. You are the single point of accountability for keeping the program's contact center obligations to BNY, the Treasury, and Robinhood's Legal, Compliance, Operations, Finance, Security, and Engineering teams running on schedule and in good standing.

What you'll do

• Lead end-to-end Contact Center program management for complex, cross-functional initiatives, defining scope, milestones, success metrics, and governance structures from kickoff through program lifetime
• Partner with Product, Engineering, Legal, Compliance, and Risk to ensure customer experience initiatives meet regulatory requirements including FINRA, SEC, and state securities regulations
• Run governance cadences including steering committees, status reporting, and executive updates
• Own risk identification and mitigation by maintaining RAID logs and escalating regulatory, operational, and technical risks
• Manage external vendor and financial-services partner relationships, overseeing contract deliverables, SLAs, and escalation paths
• Own change management for production changes, including testing, sign-off, and rollback plans
• Support audits, regulatory exams, and inquiries through documentation, stakeholder responses, and evidence gathering
• Build and maintain KPI and metrics reporting for program health, adoption, and business outcomes
• Serve as BNY Contact Center Engagement Owner during Trump Account incidents, acting as the single point of contact for Robinhood's customer experience team alongside the incident authorizer
• Lead incident management and business continuity for production issues affecting customer-facing brokerage systems
• Manage the program's U.S. Treasury waiver and compliance commitments through deadline tracking and renewal reporting

What you bring

• Experience managing complex, multi-stakeholder programs with external financial-services partners, vendors, or regulators
• Familiarity with financial agency relationships, trustee or custodial structures, or public-sector fintech, or comparable experience in a heavily contracted, multi-party environment
• Incident management and crisis communication experience, including formal severity and on-call processes and cross-company coordination
• Comfort operating in ambiguity, building governance and standard operating procedures for a first-of-its-kind program without an established playbook
• Excellent written and verbal communication skills for executive-level reporting to internal and external audiences
• Compliance-adjacent experience with regulated-data handling, contractual waiver management, and third-party vendor governance
• Cross-functional leadership capability across Legal, Compliance, Security, Engineering, customer experience, and business process outsourcing oversight
• Bachelor's degree or equivalent practical experience

Nice to have

• PMP or similar project management certification

What we offer

• Base pay of $112,000-$132,000 USD for roles based in Denver, CO; Westlake, TX; or Chicago, IL (compensation varies by location)
• Performance-driven compensation with multipliers for outsized impact, bonus programs, and equity ownership
• 401(k) matching
• 100% paid health insurance for employees with 90% coverage for dependents
• Employer-paid life and disability insurance
• Fertility benefits and mental health benefits
• Lifestyle wallet, a flexible benefits spending account for wellness, learning, and more
• Access to the Robinhood Employee Fund, giving eligible U.S. employees the opportunity to invest in a private employee fund providing exposure to Robinhood Ventures funds
• Access to leading AI tools and continuous AI skill-building for every employee
• Paid time off, sick time, parental leave, and company holidays
• Exceptional office experience with catered meals, events, and comfortable workspaces

Location: This role is based in Denver, CO; Westlake, TX; or Chicago, IL, with in-person attendance expected at least 3 days per week.

About Robinhood

Robinhood's mission is to democratize finance for all. The company builds financial products and services designed to expand access and opportunity across the financial system.