Robinhood is changing the way people invest. We believe our financial system should work for everyone and not just a few. We offer commission-free trading for stocks, ETFs, options, and cryptocurrencies all in one, user-friendly platform. Since our public launch in 2015, we've enabled millions of people to participate in the markets, cementing us as the fastest-growing brokerage ever.

About the Role

As Robinhood continues to grow rapidly, we’re looking for a Head of Customer Experience to build and lead our customer experience function and teams. As a key operations leader for Robinhood, you will be pragmatic with ability to operate with high degree of ambiguity with fast response to changes. Our customers mean a lot to us, and no matter who they are, we want to make sure we give them a great experience. Nestled just outside of Orlando, Florida, our Lake Mary office houses our Customer Experience team - the voice of the Robinhood experience and the first line of communication with Robinhood. While this is currently the primary site for the team, we expect to have new sites in the US and abroad as Robinhood continues to expand our business. You will provide thought leadership critical to scaling customer experience such as location strategy, insourcing vs outsourcing, contact rate reduction, process improvements, closed-loop feedback, while contributing to and protecting our unique company culture.

Our Customer Experience team members are subject matter experts on all things Robinhood. They answer questions and resolve whatever issues customers may have with their accounts, making sure customers leave feeling cared for, understood, and - most importantly - happy they’re using Robinhood. The team is also expected to develop and streamline the behind-the-scenes work such as making the job easier with a new process or tool. You will set up career development and training programs to help our Customer Experience Associates to grow their expertise and comfort with our suite of products over time.  As they become more capable and valuable members of the team, they’ll take on greater responsibilities - i.e. handle more advanced customer issues, help out with training and interviews, develop solutions for common customer issues, and start managing workflows and processes.

The Head of Customer Experience, based in Lake Mary, Florida, will lead the CX team to deliver on our strategic vision, ensure operations rigor, and collaborate with internal and external stakeholders.

As Head of Customer Experience you will:

  • Lead Customer Experience for both internal and Vendor teams and drive world-class operations to provide superior customer experience for Robinhood customers
  • Drive efficiency such as productivity and utilization of team. Establish metrics to measure customer satisfaction, operation effectiveness, and service levels. Use data science to analyze areas of improvements.
  • Hire, train, manage a team of people as Robinhood grows. Establish scalable org structure and develop high performing leaders and managers.
  • Establish an insource / outsource strategy to ensure the scalability of support operations. Determine which tasks should be outsourced. Hire and fire vendors, holding them accountable to specified SLAs and quality metrics.
  • Set up closed loop feedback and processes to prioritize and influence product & tool needs to Product / Engineering; serve as a key stakeholder for new features and launches in the product;
  • Provide clear and compelling vision for CX role in Robinhood. Contribute thought leadership on taking customer experience to the next level, set clear expectations on SLAs with customers. Collaborate internally on new growth initiatives.

Some things we consider critical to being the Head of Customer Experience:

  • BA/BS degree
  • 10-15 years of relevant work experience such as operations, CX or support
  • College level written and verbal English proficiency
  • Worked in quick changing industry and/or high growth companies with strong sense of focus and excellent attention to detail while working in a very fast-paced environment.
  • People leadership experience, have managed teams

Preferred Qualifications

  • MBA/MS degree, technical background and experience working collaboratively with product & engineering to develop tools and automation a plus.
  • Strong analytical skills, comfortable with data and operational details. Ability to solve complex problems, set goals and metrics. Statistics and experiments a plus.
  • Experience in building and scaling large and diverse local and remote teams and cross functional organizations. Have hired & grown teams quickly. Strong planning and forecasting skills a plus.
  • Experience in building and leading a multi-channel customer service operation in the financial services space.
  • Strategic leadership skills with demonstrated ability to work with ambiguity with project and change management skills. Experience in outsourcing, contract negotiations and vendor management. Inspirational leadership a plus.
  • Exceptional verbal and written communication skills. Ability to influence stakeholders across borders and functions a plus.

Note to Recruiters and Placement Agencies: Robinhood does not accept unsolicited agency resumes. Robinhood does not pay placement fees for candidates submitted by any agency other than its approved partners.

Apply for this Job

* Required

File   X
File   X


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Robinhood are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 1/31/2020

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

Because we do business with the government, we must reach out to, hire, and provide equal opportunity to qualified people with disabilities1. To help us measure how well we are doing, we are asking you to tell us if you have a disability or if you ever had a disability. Completing this form is voluntary, but we hope that you will choose to fill it out. If you are applying for a job, any answer you give will be kept private and will not be used against you in any way.

If you already work for us, your answer will not be used against you in any way. Because a person may become disabled at any time, we are required to ask all of our employees to update their information every five years. You may voluntarily self-identify as having a disability on this form without fear of any punishment because you did not identify as having a disability earlier.

How do I know if I have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Blindness
  • Deafness
  • Cancer
  • Diabetes
  • Epilepsy
  • Autism
  • Cerebral palsy
  • HIV/AIDS
  • Schizophrenia
  • Muscular dystrophy
  • Bipolar disorder
  • Major depression
  • Multiple sclerosis (MS)
  • Missing limbs or partially missing limbs
  • Post-traumatic stress disorder (PTSD)
  • Obsessive compulsive disorder
  • Impairments requiring the use of a wheelchair
  • Intellectual disability (previously called mental retardation)
Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.