Customer Experience Manager, Advanced Services

Robinhood; Westlake (TX); On-site; USD 96,900 - 114,000; Full time

Benefits offered by this job

100% paid health insurance for employees

401(k) matching

Flexible benefits spending account

Job summary

Robinhood is seeking a Customer Experience Manager for their Westlake, TX office. This role focuses on enhancing customer experiences with complex financial products, requiring in-person attendance at least five days a week.

The successful candidate will lead a specialized team, drive performance and collaboration across financial products, and ensure regulatory compliance. Key qualifications include leadership experience and active FINRA licenses.

Expect competitive compensation and exceptional benefits as part of a dynamic work culture.

Qualifications

• Proven leadership experience with driving results.
• Deep subject-matter expertise in financial services.
• Ability to resolve escalated complex customer issues.

Responsibilities

• Support initiatives to improve customer experience metrics.
• Develop expertise in Options, Margin, Futures, and Prediction Markets.
• Utilize data analytics to propose customer-centric solutions.

Skills

Strong critical thinking and analytical skills

Ability to communicate complex financial topics

Leadership experience

Education

Active FINRA Series 7, 63, and 24 (or 9/10)

Series 3 required within 90 days of hire

Tools

Salesforce

Twilio

Job description

Customer Experience Manager, Advanced Services

Westlake, TX

Join us in building the future of finance

Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades. The largest transfer of wealth in human history. If you’re ready to be at the epicenter of this historic cultural and financial shift, keep reading.

About the team and 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.

The Advanced Services team’s mission is to provide an outstanding customer experience for our most complex financial products. As an Advanced Services Manager, you will lead a specialized customer‑facing team dealing with complex equities and derivatives. You will be responsible for driving performance, coaching team members, and ensuring regulatory compliance with a core focus on Equities, Options, Margin, Futures outrights, and Prediction Markets.

This role is based in our Westlake, TX office(s), with in‑person attendance expected at least 5 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

• Support key initiatives improving customer experience metrics including ASAT and QA by collaborating with cross‑functional teams.
• Develop deep subject‑matter expertise in Options, Margin, Futures, and Prediction Markets to effectively lead and resolve technical customer queries.
• Resolve escalated and complex customer issues using internal tools like Salesforce and Twilio.
• Utilize customer insights and data analytics to identify trends, elevate findings, and propose customer‑centric solutions.
• Balance business integrity and strict regulatory compliance in all customer interactions.
• Contribute to internal knowledge bases, training content, and onboarding processes to improve team readiness and effectiveness.

What you bring

• Active FINRA Series 7, 63, and 24 (or 9/10) required.
• Series 3 required within 90 days of hire.
• Proven leadership experience, such as a Team Lead or Manager role, with a proven ability to drive results.
• Strong subject‑matter expertise in financial services, specifically Equities, Corporate Actions, and advanced derivative products.
• Strong critical thinking and analytical skills.
• The ability to concisely and accurately communicate complex financial topics.

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.

In addition to the base pay range listed below, this role is also eligible for bonus opportunities + benefits.

Base pay for the successful applicant will depend on a variety of job‑related factors, which may include education, training, experience, location, business needs, or market demands. The expected base pay range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. For other locations not listed, compensation can be discussed with your recruiter during the interview process.

Base Pay Range:

Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC): $110,500 – $130,000 USD

Zone 2 (Denver, CO; Westlake, TX; Chicago, IL): $96,900 – $114,000 USD

Zone 3 (Lake Mary, FL; Clearwater, FL; Gainesville, FL): $85,850 – $101,000 USD

Click here to learn more about our Total Rewards, which vary by region and entity.

If our mission energizes you and you’re ready to build the future of finance, we look forward to seeing your application.

Robinhood provides equal opportunity for all applicants, offers reasonable accommodations upon request, and complies with applicable equal employment and privacy laws. Inclusion is built into how we hire and work—welcoming different backgrounds, perspectives, and experiences so everyone can do their best. Please review the Privacy Policy for your country of application.

Equal Employment Opportunity Information

At Robinhood, we care deeply about diverse representation in our workforce as it supports our mission to democratize finance for all. In support of this goal, we encourage applicants to voluntarily identify demographic information. This information helps us to continue building a more inclusive workplace and to ensure effective recruiting programs that are inclusive of individuals across all backgrounds.

Self‑identifying in this section is completely voluntary and if you choose not to provide any information, please select the “I don’t wish to answer” option under that question. Whatever your decision, data that you provide in this section will not be considered in the hiring process or thereafter. Individuals seeking employment at Robinhood are considered without regard to race, color, religion, national origin, age, sex, sexual orientation, marital status, ancestry, physical or mental disability, neurodivergence, veteran status, gender identity or expression, or any other characteristic protected by law.

You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity record‑keeping, reporting, and other legal requirements, and to be used in our efforts to recruit a diverse workforce. Any information that you do provide will be recorded and maintained in a confidential manner. For more information on EEOC definitions, please reference this document.