Business Operations Analyst, Customer Experience

  • Location
    • Remote
  • Date Posted
  • Aug. 17, 2021
  • Function
  • Business Intelligence
  • Sector
  • Fintech

Denver, CO, Westlake, TX, Tempe, AZ, Chicago, IL, Charlotte, NC, Lake Mary, FL

Join a leading fintech company that’s democratizing finance for all.

Robinhood was founded on a simple idea: that our financial markets should be accessible to all. With customers at the heart of our decisions, Robinhood is lowering barriers and providing greater access to financial information. Together, we are building products and services that help create a financial system everyone can participate in.

Just as we focus on our customers, we also strive to create an inclusive environment where our employees can thrive and do impactful work. We are proud of the competitive products and company culture we continue to build and have been recognized as:

  • Glassdoor Best Places to Work 2020
  • TIME100 Most Influential Companies 2021
  • Fortune Best Workplaces in Financial Services & Insurance™ 2021 and Fortune Best Workplaces for Millennials™ 2021
  • Check out life at Robinhood on The Muse!
  • Join a leading fintech company that’s democratizing finance for all.

Robinhood was founded on a simple idea: that our financial markets should be accessible to all. With customers at the heart of our decisions, Robinhood is lowering barriers, removing fees, and providing greater access to financial information. Together, we are building products and services that help create a financial system everyone can participate in.

Just as we focus on our customers, we also strive to build an expansive environment where our employees can thrive and do impactful work. We are proud of the extraordinary products and company culture we continue to build and have been recognized as:

  • A Great Place to Work
  • A CNBC Disruptor 50 in 2019 and 2020
  • A LinkedIn Top Startup in 2017, 2018, 2019 and 2020

Robinhood is backed by leading investors that include DST Global, Index Ventures, NEA, Ribbit Capital, Thrive Capital, and Sequoia.

Check out life at Robinhood on The Muse!

About The Role

We are looking for a business operations analyst to help drive operational excellence, growth and scalability in the CX organization. In this particular role, support the design of scalable organizational structures, drive process improvements, guide insights with data, and program manage high impact cross-functional projects.

You will additionally assist with sophisticated analytics and project reporting to the CX organization. You will design business processes and documentation to ensure consistency of reporting and enable self-service among the CX leaders and business partners.

Your day-to-day will involve:

  • Creating governance, guidance, reporting, and access controls so that we maintain consistency, quality, and business confidentiality as we scale for operational excellence
  • Fostering a data-driven culture with your passion for telling stories with data and your skills surfacing insights through analytics and visualizations
  • Influencing change by not only creating insights through deep analytics, but also identifying operational excellence
  • Collaborating with business operations and finance to align monthly business reporting and ensure CX is operating within critical metric targets

About you:

  • Prior experience in a contact center / customer service environment
  • Experience in data analysis and business operations to drive operational excellence
  • Experience creating style guides, coding reviews, governance processes and access controls
  • Experience improving existing processes and build new processes to drive a culture of operational excellence; prioritize highest risk, most inefficient processes
  • Passion for creating data and metrics documentations to enable self-service reporting, and maintaining the consistency and quality of dashboards
  • Ability to drive process improvements, guide data insights
  • Identify and implement initiatives that supercharge moving company metrics
  • Degree in a business or quantitative field (engineering, economics, mathematics, business administration)

Bonus points:

  • Experience in visualizations both from data queries perspective and story-telling perspective
  • Experience democratizing data and BI - up-skilling organizations to make data insights self-service
  • Experience working with call centers and/or customer experience teams
  • Experience working across organizations with various levels and partners to prioritize dashboard needs and align reporting to the business

Feeling ready to give 100% to democratizing finance for all? We’d love to have you apply, even if you feel unsure about whether you meet every single requirement in this posting. At Robinhood, we’re looking for people invigorated by our mission, not just those who simply check off all the boxes.

Robinhood promotes diversity and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. Additionally, Robinhood provides reasonable accommodations for candidates on request and respects applicants’ privacy rights. To review Robinhood’s Privacy Policy please click here.

We’re looking for more growth-minded and collaborative people to be a part of our journey in democratizing finance for all. If you’re ready to give 100% in helping us achieve our mission—we’d love to have you apply even if you feel unsure about whether you meet every single requirement in this posting. At Robinhood, we’re looking for people invigorated by our mission, values, and drive to change the world, not just those who simply check off all the boxes.

Robinhood promotes diversity and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. Additionally, Robinhood provides reasonable accommodations for candidates on request and respects applicants’ privacy rights. To review Robinhood’s Privacy Policy please visit rbnhd.co/applicant-privacy.

Robinhood’s benefits include generous time off, 401(k) participation with employer match, comprehensive health coverage, a health savings account (HSA), wellness benefits, backup childcare and education stipends (all benefits are subject to applicable taxes and based on eligibility).