Government Finance CX Program Lead

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

Benefits offered by this job

Top-tier benefits

100% paid employee health insurance

401(k) matching

Equity opportunity

Bonus programs

Job summary

Robinhood seeks a Program Manager to lead end-to-end Customer Care workstreams for Trump Accounts, developed for the U.S. Treasury in partnership with BNY.

The role is based in our Denver, CO, Westlake, TX, or Chicago, IL offices with in-person attendance required at least 3 days per week. You will partner across Legal, Compliance, Security and Engineering to ensure regulatory compliance and operational excellence, while managing vendor relationships and production changes.

Qualifications

• Experience managing complex, multi-stakeholder programs with external financial-services partners, vendors, or regulators.
• Excellent written and verbal communication, executive-level reporting for internal and external audiences.
• Incident management and crisis communication experience with formal severity/on-call processes.
• Comfort in ambiguity - building governance/SOPs for a first-of-its-kind program.
• Compliance-adjacent experience - regulated-data handling and third-party vendor governance.

Responsibilities

• Lead end-to-end Contact Center program management for cross-functional initiatives from kickoff through program lifetime.
• Partner with Product, Engineering, Legal, Compliance, and Risk to ensure CX initiatives meet regulatory requirements.
• Run governance cadences - steering committees, status reporting, executive updates.
• Own risk identification and mitigation, maintain RAID logs.
• Manage external vendor and financial-services partner relationships and SLAs.
• Own change management for production changes - testing, rollback plans.
• Support audits, regulatory exams, and inquiries with documentation and evidence gathering.
• Build KPI/metrics reporting for program health, adoption, and outcomes.
• Serve as BNY Contact Center Engagement Owner during Trump Account incidents.
• Lead incident management and business continuity for production issues.

Skills

Multi-stakeholder programs

Executive reporting

Crisis communication

Governance/SOPs

Cross-functional leadership

Education

Bachelor's degree or equivalent

PMP or similar

Job description

Robinhood seeks a Program Manager to lead end-to-end Customer Care workstreams for Trump Accounts, developed for the U.S. Treasury in partnership with BNY.

The role is based in our Denver, CO, Westlake, TX, or Chicago, IL offices with in-person attendance required at least 3 days per week. You will partner across Legal, Compliance, Security and Engineering to ensure regulatory compliance and operational excellence, while managing vendor relationships and production changes.