Manager of Customer Operations (Money)
Chicago, IL
$96,900 - $114,000/yearly
Senior Level
Full-Time
About the 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
- 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- Strong communication skills, with the ability to share updates and align priorities across teams
- Demonstrated ability to manage escalations and resolve complex customer issues in partnership with Product and Engineering teams
- Proven ability to operate at both a strategic and tactical level, from overseeing daily execution to shaping team and CX strategy
- Strong command of support metrics (e.g., ASAT) and experience using data to improve service quality and team performance
- 3+ years of experience managing customer support or operations teams in a fast-paced, high-growth environment
- A people-focused leadership approach, with experience coaching and developing team members
- Create community by connecting work to purpose, removing friction while prioritizing safety, building trust and inclusion, and leading from the front with integrity
- 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
- Drive high performance by setting clear, focused goals, giving real-time feedback, stretching top talent, and scaling impact through focus, innovation, and tech
- Our ambitious roadmap requires a great culture shaped by exceptional leaders. Here’s what we expect from them:
Not the right fit? Search for Customer Operations jobs in Chicago, IL
Similar Jobs
Manager of Customer Operations (Money)
Chicago, IL
$96,900 - $114,000/yearly
Senior Level
Full-Time
About the 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
- 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- Strong communication skills, with the ability to share updates and align priorities across teams
- Demonstrated ability to manage escalations and resolve complex customer issues in partnership with Product and Engineering teams
- Proven ability to operate at both a strategic and tactical level, from overseeing daily execution to shaping team and CX strategy
- Strong command of support metrics (e.g., ASAT) and experience using data to improve service quality and team performance
- 3+ years of experience managing customer support or operations teams in a fast-paced, high-growth environment
- A people-focused leadership approach, with experience coaching and developing team members
- Create community by connecting work to purpose, removing friction while prioritizing safety, building trust and inclusion, and leading from the front with integrity
- 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
- Drive high performance by setting clear, focused goals, giving real-time feedback, stretching top talent, and scaling impact through focus, innovation, and tech
- Our ambitious roadmap requires a great culture shaped by exceptional leaders. Here’s what we expect from them:
Not the right fit? Search for Customer Operations jobs in Chicago, IL