• Locations
    • Menlo Park
    • Charlotte, NC
    • Lake Mary, FL
    • Denver, CO
    • Westlake, TX
    • Tempe, AZ
  • Date Posted
  • Jun. 1, 2021
  • Function
  • Business Intelligence
  • Sector
  • Financial Services

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 create an expansive environment where our employees can thrive and do impactful work. We are proud of the world class 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 team:

Robinhood is changing the way people invest. We believe our financial system should work for everyone and not just a few. We offer commission-free trading for stocks, ETFs, options, and cryptocurrencies—all on one, user-friendly platform. Since our public launch in 2015, we’ve enabled millions of people to participate in the markets, cementing us as the fastest-growing brokerage ever.

Robinhood is committed to provide world class service to our customers. We are expanding our Customer Experience team rapidly to meet this commitment. We are looking for a Real-Time Customer Contact Center Senior Manager to optimize customer support resources. You will be working with internal CX managers and Vendors through Vendor managers to supervise SLA and adherence.

What you’ll do day-to-day:

  • Develop and optimize our workforce management program that is highly agile and can quickly enable demanding growth and retention initiatives
  • Collaborate with finance, warehouse operations, product, and other key departments on forecasting and capacity planning inputs to ensure optimal service delivery
  • Apply sophisticated workforce planning techniques and tools to provide insight and recommendations on labor plans and long-term labor strategies
  • Validate channel staff requirements to ensure workforce allocation is aligned with intraday service requirements
  • Develop and implement process controls and tools (real-time management) are in place to manage workforce efficiencies at a systemic level across all hours and channels
  • Ensure low variation in shift adherence, contact ratios, intra-day contact distribution, schedule efficacy, system outages, agent performance and other shrinkage levers that are material to service delivery
  • Develop and lead service escalation and business continuity process to ensure that we mitigate variability in service
  • Ensure optimum team utilization and occupancy across all hours and days.
  • Define, track, and manage key performance metrics and insights across teams, programs and business units on a regular reporting cadence
  • Manage multi-year plan, budget, and re-forecasting efforts for the overall program and new/refreshed business activities

About you:

  • Excellent customer service instincts with a passion for support customers through various channels
  • Stellar written and verbal communication skills
  • Self-starter and results-oriented learner who is comfortable with ambiguity and fast paced environment
  • Able to exercise independent thought and judgment, adapt to new tasks, and prioritize tasks in a multi-tasking environment
  • Schedule flexibility as we evolve to meet the growing demands of our customers (initial and/or future shift assignment may include evenings and weekend hours)

Bonus points:

  • 10+ years of workforce management experience
  • 8+ years of senior leadership experience
  • Bachelor’s Degree
  • Finance and Customer Experience background
  • Workforce tools and systems implementation and optimization expertise
  • Budget and P&L experience
  • Systems, CRM, and Channel Strategy implementation
  • FINRA licenses

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.

For Colorado Residents Only: The salary range for this role is from $153,000 to $162,000. Pay is based on several factors including but not limited to education, work experience and certifications. Successful candidates for this role are eligible to participate in Robinhood’s equity plan. In addition, Robinhood offers a comprehensive benefits package, including generous time off, 401(k) participation with employer match, comprehensive health coverage, a health savings account (HSA) fitness and wellness benefits, employee recognition programs, backup childcare and education stipends (all benefits are subject to applicable taxes and based on eligibility).

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.