Executive CX Escalations Leader

Rainfall Ventures; Westlake (OH); On-site; USD 116,000 - 136,000; Full time

Benefits offered by this job

Health insurance

Equity opportunities

Bonus programs

401(k) matching

Catered meals

Job summary

Robinhood is seeking a Customer Experience Manager, Executive Office, to lead a senior team handling escalations for executive, legal, and regulatory cases. You’ll set standards for resolution and partner with Compliance, Legal, Product, and CX leadership to address root causes while ensuring high-quality customer service.

The role is based in Denver, CO and Westlake, TX with in-person attendance expected at least five days per week.

Qualifications

• Demonstrated experience leading escalations, complaints management, or other complex customer operations.
• Proven ability to lead and develop experienced teams, including coaching sound judgment and decision-making in complex or ambiguous situations.
• Strong operational leadership skills with experience setting performance expectations, using data to identify opportunities, and delivering measurable results.
• Strong problem-solving, analytical, and decision-making capabilities, including the ability to identify patterns and root causes beyond individual customer cases.

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

Customer care management

Education

Bachelor's degree

Job description

Robinhood is seeking a Customer Experience Manager, Executive Office, to lead a senior team handling escalations for executive, legal, and regulatory cases. You’ll set standards for resolution and partner with Compliance, Legal, Product, and CX leadership to address root causes while ensuring high-quality customer service.

The role is based in Denver, CO and Westlake, TX with in-person attendance expected at least five days per week.