Product Manager, Customer Care



Product, Customer Service
New York, NY, USA
Posted on Friday, April 7, 2023

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.

As we continue to build...

We’re seeking curious thinkers looking to co-author the next chapters of our story. Joining now means helping shape our vision, structures and systems; playing a key-role as we launch into our ambitious future.

About the team:

The preferred location for this position is in or around Robinhood's offices in Menlo Park, CA, or New York, NY, with in-office work capabilities, as may be required by management. CX Ops departments are located in Westlake, TX, Lake Mary, FL, and Denver, CO. Given the significant emphasis on the partnership with the CX Ops department, if you are located in a Robinhood office location that is not a CX Ops site, some travel will be necessary.

Product Managers at Robinhood lead teams that develop products that improve the everyday lives of our customers. You’ll partner with experts in operations, data, engineering, finance, and research to bring ideas to life that will help us democratize finance for all.

As the Product Manager for Customer Care, you'll be responsible for the policies, operating routines, and technology that match customer problems to the best solutions. You'll work closely with operations and other product teams to continuously optimize routing to help us deliver a high quality support experience right when customers need us.

What you’ll do day-to-day:

  • Create a roadmap that supports the Customer Care OKRs including speed of service, surge response and readiness, agent productivity standards, and quality of service.
  • Own and manage a set of simple, consistent operating routines that facilitate the intake, sizing, and prioritization of all routing change requests.
  • Maintain the “single source of truth” documentation of our routing flows, mapped to our CX Support service model.
  • Share ownership of the relationship with our key Contact Center Platform providers with our Engineering Lead and Workforce Management Operations Lead.
  • Draft product/business requirements for initiatives that are clear, accurate, and easily translatable into technical requirements. Be rigorous in obtaining the right business sign offs on all requirements documents and defining success and exit criteria.
  • Work closely with engineering to own and maintain the integrity of our core case routing engine for Customer Care. This includes routine routing flow auditing and metrics validation exercises.
  • Run experiments on our routing logic in accordance with the Routing roadmap to help improvements drive in core metrics.

About you:

  • 4+ years experience building and shipping high-quality, platform or tooling products in the Customer Care / Support area.
  • Strong communication and relationship management skills. Expertly distills technical details into plain English for broader consumption.
  • Experience with using research, experimentation, and product analytics to guide decision making.
  • Experience with the launch and/or significant modification of customer care channels (Chat, Voice, Email, SMS, Outbound, etc).
  • Ability to flex in real time to critical issues while maintaining an accurate and up to date strategic roadmap and prioritized project schedule.
  • Passion for customer service.
  • Team player under all circumstances.

Bonus points:

  • Data science, engineering, or CX Operations background

The expected salary range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. This role is also eligible to participate in a Robinhood bonus plan and Robinhood’s equity plan.

US Zone 1: $140000 - $165000
US Zone 2: $123000 - $145000
US Zone 3: $110000 - $129000

Base pay for the successful applicant will depend on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands. You can view comp zones for our US office locations in the table below. For other locations not listed, compensation can be discussed with your recruiter during the interview process.

Office locations (by comp zone)
US Zone 1: Menlo Park, NYC, Seattle, Washington DC
US Zone 2: Denver, Westlake (Dallas), Chicago
US Zone 3: Lake Mary

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 Robinhood - US Applicant Privacy Policy. If you are an applicant located in the UK or EEA, please visit the Robinhood UK/EEA Applicant Privacy Policy.

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