Customer Care Program Manager

Who you are

• Experience managing complex, multi-stakeholder programs with external financial-services partners, vendors, or regulators
• Familiarity with financial agency relationships, trustee/custodial structures, or public-sector fintech — or comparable experience in a heavily contracted, multi-party environment
• Incident management and crisis communication experience — formal severity/on-call processes, cross-company coordination
• Comfort in ambiguity — building governance/SOPs for a first-of-its-kind program vs. an established playbook
• Excellent written/verbal communication, executive-level reporting for internal and external audiences
• Compliance-adjacent experience — regulated-data handling, contractual waiver management, third-party vendor governance
• Cross-functional leadership across Legal, Compliance, Security, Engineering, CX, and BPO oversight
• Bachelor's degree or equivalent practical experience; PMP or similar a plus
• This position is restricted to US citizens or lawful permanent residents due to legal requirements

What the job involves

• The Customer Care, Government Products team supports industry-changing products in collaboration with the U.S. Government, expanding financial access for millions of Americans. This role leads end-to-end Customer Care workstream management for Trump Accounts, developed and managed on behalf of the U.S. Department of the Treasury in partnership with BNY
• The Program Manager is the single point of accountability for keeping the program's contact center obligations — to BNY, the U.S. Treasury, and Robinhood's own Legal, Compliance, Operations, Finance, Security, and Engineering teams — running on schedule and in good standing
• Lead end-to-end Contact Center program management for complex, cross-functional initiatives — scope, milestones, success metrics, governance structures from kickoff through the program lifetime
• Partner with Product, Engineering, Legal, Compliance, and Risk to ensure CX initiatives meet regulatory requirements (FINRA, SEC, state securities regulations)
• Run governance cadences — steering committees, status reporting, executive updates
• Own risk identification and mitigation, maintaining RAID logs and escalating regulatory/operational/tech risks
• Manage external vendor and financial-services partner relationships — contract deliverables, SLAs, escalation paths
• Own change management for production changes — testing, sign-off, rollback plans
• Support audits, regulatory exams, and inquiries — documentation, stakeholder responses, evidence gathering
• Build and maintain KPI/metrics reporting for program health, adoption, business outcomes
• Serve as BNY Contact Center Engagement Owner during Trump Account incidents — single point of contact for RH's CX team, alongside the incident ATC
• Lead incident management and business continuity for production issues affecting customer-facing brokerage systems
• Manage the program's U.S. Treasury waiver and compliance commitments — deadline tracking, renewal reporting