Government CX Program Manager - Contact Center Lead

Neobankbeat; Chicago, Denver, Westlake (IL, CO, TX); On-site; USD 112,000 - 132,000; Full time

Benefits offered by this job

Health insurance

Equity ownership

401(k) matching

AI tools access

Generous PTO

Job summary

Robinhood is seeking a Program Manager for Customer Care at our Denver, Chicago, or Westlake locations. The role leads cross-functional efforts with Product, Engineering, Legal, Compliance, and Risk to ensure regulatory alignment and successful program delivery.

You’ll own governance cadences, risk mitigation, vendor relationships, and incident management for production issues, supporting audits and regulatory inquiries. In-person collaboration is expected multiple days weekly.

Qualifications

• Experience managing multi-stakeholder programs.
• Familiarity with financial agency relationships or public-sector fintech.
• Incident management and crisis communication experience.
• Excellent written and verbal communication.

Responsibilities

• Lead end-to-end Contact Center program management from kickoff to full lifecycle.
• Partner with Product, Engineering, Legal, Compliance, and Risk to ensure regulatory requirements.
• Run governance cadences and provide executive updates.
• Own risk mitigation with RAID logs and escalations.
• Manage external vendor and financial-services partner relationships.
• Lead incident management and business continuity for production issues.
• Track U.S. Treasury waiver commitments and renewals.

Skills

Program management

Stakeholder management

Regulatory compliance

Incident management

Executive reporting

Education

Bachelor's degree or equivalent

Job description

Robinhood is seeking a Program Manager for Customer Care at our Denver, Chicago, or Westlake locations. The role leads cross-functional efforts with Product, Engineering, Legal, Compliance, and Risk to ensure regulatory alignment and successful program delivery.

You’ll own governance cadences, risk mitigation, vendor relationships, and incident management for production issues, supporting audits and regulatory inquiries. In-person collaboration is expected multiple days weekly.