Senior CX Escalations Leader — Equity & Bonus

Robinhood; Denver City (TX); On-site; USD 200,000 - 260,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Equity

Paid time off

Catered meals

Job summary

Robinhood is seeking a senior Customer Experience leader to guide complaints management and escalations for the company’s most complex customer issues. The role is based in Denver, CO and Westlake, TX and requires in-person attendance at least 5 days per week.

You will lead a team of senior CX specialists, set performance standards, and drive data-driven improvements while ensuring regulatory alignment and high ethical standards.

Qualifications

• Experience leading escalations, complaints management, or complex customer operations.
• Proven ability to lead and develop experienced teams with coaching and decision-making.

Responsibilities

• Partner with CX Senior Leadership to set strategy and lead day-to-day operations for complaints management and escalations.
• Lead and develop a team of senior Customer Experience specialists, setting clear expectations and building judgment.
• Coach and develop senior specialists to raise performance and ensure consistent resolutions.
• Establish and improve resolution strategies, operating standards, and escalation practices.
• Monitor KPIs, complaint trends, and customer friction to identify risks and opportunities.
• Translate insights from complex cases into systemic improvements across Compliance, Legal, Product, and CX leadership.

Skills

Escalations management

People leadership

Data-driven leadership

Cross-functional collaboration

Regulatory awareness

Communication

Strategic thinking

Education

Bachelor's degree

Job description

Robinhood is seeking a senior Customer Experience leader to guide complaints management and escalations for the company’s most complex customer issues. The role is based in Denver, CO and Westlake, TX and requires in-person attendance at least 5 days per week.

You will lead a team of senior CX specialists, set performance standards, and drive data-driven improvements while ensuring regulatory alignment and high ethical standards.