Gov't CX Program Manager — Contact Center Leader

Robinhood Markets, Inc.; Bellevue (WA); Hybrid; USD 128,000 - 150,000; Full time

Benefits offered by this job

Health insurance

Equity ownership

401(k) matching

Paid time off

Parental leave

Mental health benefits

Job summary

Robinhood Markets, Inc. is seeking a senior Program Manager to lead end-to-end Contact Center initiatives tied to Trump Account work for the U.S. Treasury partnership.

You will coordinate with Product, Legal, Compliance, Risk, and Engineering to meet regulatory requirements and drive program success. You will own governance cadences, risk mitigation, vendor relationships, and incident management, ensuring timely audits, reporting, and continuity across critical customer-facing systems.

Qualifications

• Experience managing complex, multi-stakeholder programs with external financial-services partners, vendors, or regulators.
• Familiarity with financial agency relationships, trustee/custodial structures, or public-sector fintech — or comparable experience in a heavily contracted, multi-party environment.
• Incident management and crisis communication experience — formal severity/on-call processes, cross-company coordination.
• Comfort in ambiguity — building governance/SOPs for a first-of-its-kind program vs. an established playbook.
• Excellent written/verbal communication, executive-level reporting for internal and external audiences.
• Compliance-adjacent experience — regulated-data handling, contractual waiver management, third-party vendor governance.
• Cross-functional leadership across Legal, Compliance, Security, Engineering, CX, and BPO oversight.
• Bachelor's degree or equivalent practical experience; PMP or similar a plus

Responsibilities

• Lead end-to-end Contact Center program management for complex, cross-functional initiatives — scope, milestones, success metrics, governance structures from kickoff through the program lifetime
• Partner with Product, Engineering, Legal, Compliance, and Risk to ensure CX initiatives meet regulatory requirements (FINRA, SEC, state securities regulations)
• Run governance cadences — steering committees, status reporting, executive updates
• Own risk identification and mitigation, maintaining RAID logs and escalating regulatory/operational/tech risks
• Manage external vendor and financial-services partner relationships — contract deliverables, SLAs, escalation paths
• Own change management for production changes — testing, sign-off, rollback plans
• Support audits, regulatory exams, and inquiries — documentation, stakeholder responses, evidence gathering
• Build and maintain KPI/metrics reporting for program health, adoption, business outcomes
• Serve as BNY Contact Center Engagement Owner during Trump Account incidents — single point of contact for RH's CX team, alongside the incident ATC
• Lead incident management and business continuity for production issues affecting customer-facing brokerage systems
• Manage the program's U.S. Treasury waiver and compliance commitments — deadline tracking, renewal reporting

Skills

Program management

Stakeholder management

Incident management

Crisis communication

Executive reporting

Cross-functional leadership

Education

Bachelor's degree or equivalent

PMP certification a plus

Job description

Robinhood Markets, Inc. is seeking a senior Program Manager to lead end-to-end Contact Center initiatives tied to Trump Account work for the U.S. Treasury partnership.

You will coordinate with Product, Legal, Compliance, Risk, and Engineering to meet regulatory requirements and drive program success. You will own governance cadences, risk mitigation, vendor relationships, and incident management, ensuring timely audits, reporting, and continuity across critical customer-facing systems.