Product Operations Manager (Customer Experience)

  • Location
    • Menlo Park
  • Date Posted
  • Aug. 25, 2021
  • Function
  • Product Engineering
  • Sector
  • Fintech

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!

About the team:

As a Product Operations Manager at Robinhood, you make it possible for Robinhood to launch new products while more than doubling users each year. You will lead cross-functional projects designed to improve Robinhood’s operational efficiency and readiness. The role will work on scaling operations for existing products as well as designing the operational programs for new initiatives. The Product Operations Manager will work with cross-functional partners including Product Management, Data Science, Operations, Compliance, Legal, Engineering, and Customer Experience to guarantee operational readiness. Product Operations Managers are passionate about delivering an excellent customer experience, achieving product objectives, and working with a diverse set of partners.

What you’ll do day-to-day:

  • Planning, coordinating, and driving discipline around the processes for testing, launching and rollout of new products and features
  • Ensuring the Customer Experience teams are ready with the resources, information and processes required to support new products (training, playbooks, documentation, resolution paths, FAQs, etc)
  • Developing, managing, and continuously improving processes for scale that help your product/engineering team meet its goals more efficiently and effectively
  • Working with operations teams to collect, prioritize and communicate product and technology related challenges to be considered by product and engineering in future development
  • Surfacing customer or operations use-cases and edge-cases to validate requirements and proposed product solutions
  • Partnering with customer-facing and operations teams to help them make more tailored content for specific audiences
  • Serving as a central point of contact for inbound requests from other teams, responding (or appropriately routing them) to save product and engineering time

About you:

  • Bachelor’s degree or equivalent practical experience
  • 3+ years working experience in program, product or project management, product operations, or finance operations role that worked closely with product and engineering teams
  • Experience building trusted partnerships with product and engineering teams
  • Prior experience using technology and automation to identify and improve customer experience
  • Exceptional project management skills
  • Ability to work independently and a strong sense of ownership
  • Attention to details and cross-functional relationship management skills
  • Excellent communication skills (both written and verbal)

Bonus points:

  • Ability to prioritize and complete multiple projects with deadlines
  • Knowledge and understanding of customer support operations and processes
  • Experience and proficiency in programming and scripting languages
  • Familiarity with SQL
  • Experience working at a fast-paced financial services or consumer technology company

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).