Executive CX Escalations Leader

WinsAbove; Denver (CO); Hybrid; USD 116,000 - 136,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Equity ownership

Bonus programs

Paid time off

Job summary

Robinhood's Customer Experience team seeks an Executive Office Customer Experience Manager to lead a senior specialist group handling executive, legal, and regulatory escalations. You will set strategy, establish standards, and ensure ethical, thoughtful resolutions across high-stakes cases in a high-visibility role based in Denver and Westlake, with in-person work five days a week.

You will partner with Compliance, Legal, Product and CX leadership, develop talent, monitor trends, and translate

Qualifications

• Minimum four years of experience in a Customer Care management role.
• Bachelor's degree in a related field.
• Licenses: Series 7, 63, 24 within hire; Series 66 and Series 3 within 180 days.

Responsibilities

• Partner with CX Senior Leadership to set strategy and lead day-to-day operations for complaints management and escalations across our most complex and sensitive customer issues.
• Lead and develop a team of senior Customer Experience specialists, setting clear expectations and building the judgment and capabilities needed to navigate complex customer situations.
• Coach and develop senior specialists to raise the performance bar, strengthen decision-making, and deliver thoughtful, consistent resolutions.
• Establish and continuously improve resolution strategies, operating standards, and escalation practices across the team.
• Monitor key performance indicators, complaint trends, and customer friction to identify emerging risks and opportunities for improvement.
• Translate insights from complex cases into systemic improvements, partnering across Compliance, Legal, Product, Operational Readiness, and CX leadership to address root causes.
• Advise CX leadership on complaint and escalation trends and how they should inform broader business priorities and customer experience strategy.
• Partner closely with Compliance and other key stakeholders to ensure complaint‑management practices balance customer outcomes, operational effectiveness, and regulatory requirements.
• Identify opportunities to improve tooling, processes, knowledge, and automation that enable specialists to resolve complex issues more effectively.
• Elevate the voice of the customer, ensuring insights from our most challenging cases inform decisions and improvements across the broader business.

Skills

Escalations leadership

Team development

Operational leadership

Problem solving

Cross-functional collaboration

People management

Communication

Education

Bachelor's degree in a related field

Series 7, 63, and 24 licenses

Series 66 and Series 3 within 180 days

Job description

Robinhood's Customer Experience team seeks an Executive Office Customer Experience Manager to lead a senior specialist group handling executive, legal, and regulatory escalations. You will set strategy, establish standards, and ensure ethical, thoughtful resolutions across high-stakes cases in a high-visibility role based in Denver and Westlake, with in-person work five days a week.

You will partner with Compliance, Legal, Product and CX leadership, develop talent, monitor trends, and translate