Product Manager, Customer Care

February 22, 2024
Offerd Salary:$140,000—$165,000
Working address:N/A
Contract Type:Other
Working Time:Negotigation
Working type:N/A
Ref info:N/A
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, growth minded thinkers to help shape our vision, structures and systems; playing a key-role as we launch into our ambitious future. If you're invigorated by our mission, values, and drive to change the world — we'd love to have you apply.

About the team + role

The Customer Care product team builds product experiences that help our customers become successful with Robinhood. On our journey to democratize finance for all, the Customer Care team is responsible for ensuring customers receive fast, easy to use support. You'll drive the launch of new product experiences including discovery and accessibility of help, search, content optimization, and self service flows. You'll work closely with data, engineering, operations, and research teams to continuously optimize these experiences and deliver a high quality support experience right when customers need us.

It is preferred that this role is located in one of the office locations listed on this job description which will align with our in-office working environment. This position is only eligible for remote work in limited geographies within the US where we do not have physical office locations. Please connect with your recruiter for more information regarding our in- office philosophy and expectations.

What you'll do
  • Develop and advocate your vision of an outstanding, easy to use customer support experience centered around self service opportunities.
  • Create a roadmap that supports our long term vision for best-in-class customer experience and top-quality agents.
  • Own and architect many customer-facing elements of Robinhood's support ecosystem including how support is discovered, how customers triage their issues, self service options (both in product flows and the online Help Center).
  • Draft requirements for initiatives that are clear, accurate, and easily translatable into technical requirements. Be thorough in defining goals and success criteria.
  • Foster a culture of learning and iteration through experimentation.
  • What you bring
  • 2+ years industry Product Management Experience.
  • Strong communication and relationship management abilities with collaborators across Product, Engineering, and Operations.
  • Experience with using user research, experimentation, and product analytics to guide decision making.
  • 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 crafting an engaging and accessible customer experience.
  • What we offer
  • Market competitive and pay equity-focused compensation structure.
  • 100% paid health insurance for employees with 90% coverage for dependents.
  • Annual lifestyle wallet for personal wellness, learning and development, and more!
  • Lifetime maximum benefit for family forming and fertility benefits.
  • Dedicated mental health support for employees and eligible dependents.
  • Generous time away including company holidays, paid time off, sick time, parental leave, and more!
  • Lively office environment with catered meals, fully stocked kitchens, and geo-specific commuter benefits!
  • 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. 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. For other locations not listed, compensation can be discussed with your recruiter during the interview process.

    Zone 1 (Menlo Park, CA; New York, NY; Seattle, WA; Washington, DC)

    $140,000—$165,000 USD

    Zone 2 (Denver, CO; Westlake, TX; Chicago, IL)

    $123,000—$145,000 USD

    Zone 3 (Lake Mary, FL)

    $110,000—$129,000 USD

    Click here to learn more about Robinhood's Benefits.

    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 embraces a diversity of backgrounds and experiences 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 review the specific policy applicable to your country.

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