Knowledge & Operational Readiness Lead

As a Knowledge & Operational Readiness Lead at Robinhood, you own the full content and readiness lifecycle across multiple complex functions within the Platforms Knowledge Management team. You drive knowledge strategy, lead readiness programs, and make meaningful program-level decisions with limited outside support. You lead cross-functional collaboration across Product, Engineering, Compliance, and Customer Experience partners at all levels, and develop colleagues within the team.

What you'll do

• Own end-to-end content strategy and knowledge governance for assigned functions: creation, maintenance, and continuous improvement of Help Center articles, SOPs, runbooks, playbooks, escalation paths, policy documentation, and support workflows
• Lead readiness planning for product launches, policy updates, process changes, and operational initiatives, including go/no-go recommendations, risk registers, mitigation plans, and post-launch retrospectives
• Lead cross-functional collaboration across all assigned functions simultaneously, influencing Product, Engineering, Operations, Customer Support, Compliance, Risk, and Training partners at all levels to drive alignment on readiness and content strategy
• Establish content standards, information architecture, and governance frameworks that scale across functions and raise the bar for the team
• Partner with Customer Support leadership to prepare frontline teams for launches, identify contact drivers and support risks before go-live, and develop plans to minimize customer friction
• Analyze metrics across assigned functions to identify patterns, inefficiencies, and improvement opportunities; drive post-launch reviews and lead improvement initiatives
• Communicate readiness status, performance insights, and risks to stakeholders at all levels, from operational detail to executive-ready narratives
• Guide, coach, and share functional expertise with colleagues within the team; influence parties inside and outside the department on knowledge management processes and practices
• Use AI to tackle complex, domain-specific knowledge problems and streamline workflows, resolve bottlenecks, and deliver consistently higher-quality outcomes faster

What you bring

• 4-5+ years of relevant knowledge management and content strategy experience, with a track record of independently owning multiple complex functions end-to-end and making meaningful program-level decisions with limited outside support
• Deep knowledge management and content strategy background: governance, information architecture, content lifecycle, and knowledge base operations
• Proven ability to lead cross-functional collaboration and influence Product, Engineering, Compliance, and Customer Experience partners across all levels on multiple complex functions
• Executive-level communication skills, able to move between granular operational detail and leadership-ready narratives depending on the audience
• Strong project management skills with the ability to hold multiple complex workstreams simultaneously without losing quality
• Ability to use AI to tackle hard, domain-specific problems and rethink what is possible, not just to speed up routine work
• Active FINRA licenses where functionally necessary and deep subject matter expertise in assigned functions

What we offer

• Base pay range dependent on location: $115,000-$135,000 USD (Menlo Park, New York, Bellevue, Washington DC), $101,000-$119,000 USD (Denver, Westlake, Chicago), or $89,000-$105,000 USD (Lake Mary, Clearwater, Gainesville)
• Performance-driven compensation with bonus opportunities, equity ownership, and 401(k) matching
• 100% paid health insurance for employees with 90% coverage for dependents
• Lifestyle wallet, a flexible benefits spending account for wellness, learning, and more
• Employer-paid life and disability insurance, fertility benefits, and mental health benefits
• Time off including company holidays, paid time off, sick time, and parental leave
• Exceptional office experience with catered meals, events, and comfortable workspaces
• In-person work at Denver, CO or Westlake, TX offices, with in-person attendance expected at least 3 days per week

About Robinhood

Robinhood's mission is to democratize finance for all. The company is building an elite team applying frontier technologies to the world's biggest financial problems, with ethics at the center of everything it does.