Money Platform Operations Lead
Join a leading fintech company that’s democratizing finance for all.
Robinhood Markets was founded on a simple idea: that our financial markets should be accessible to all. With customers at the heart of our decisions, Robinhood and its subsidiaries and affiliates are 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.
With growth as the top priority...
The business is 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
We are seeking a forward-thinking strategist and operational guru to lead and scale our Platform Operational Infrastructure, ensuring that it meets our evolving business needs. This role requires a dynamic individual who can identify gaps, transform strategies into fully functional operations, optimize workflows, and collaborate effectively with cross-functional teams to achieve significant improvements in business operations, cost efficiency, and risk mitigation. You will manage third party operational platforms for the Money team, including but not limited to Zendesk, Tray.ai, Salesforce, and Qualtrics.
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
- Strategize and execute plans to scale and fortify our operational tools and systems to support business expansion.
- Lead the development and expansion of automated workflows across key functions such as customer experience, disputes, business operations, fraud, compliance, and collections, with an emphasis on maintaining high efficiency.
- Regularly review and refine existing workflows and automations, eliminating inefficiencies and risk to drive cost savings and operational agility.
- Champion scalability initiatives that optimize operations via tooling without increasing headcount, thereby enhancing team productivity and operational efficiency.
- Use data analytics to identify inefficiencies, gaps, and risks across different teams and functions, making data-driven decisions a cornerstone of our operational strategy.
- Continually seek and implement innovative solutions to operational challenges, maintaining a forward-thinking approach to business growth and efficiency.
- Own a large-scale tooling migration from Zendesk to Salesforce
- Various administrative tasks, including access and permissioning, reporting and dashboard management.
What you bring
- Strong technical aptitudes and proven expertise with various customer experience platforms, CRMs, and analytics platforms
- Experience in implementing process improvements, systematizations, and technological solutions.
- Excellent problem-solving skills and the ability to think strategically about long-term operational needs and solutions.
- Demonstrated ability to achieve significant operational outcomes, including cost reduction, efficiency improvements, risk mitigation, and scaling complex systems.
- Excellent collaboration and communication skills, with a history of working effectively across diverse teams.
- Strong analytical skills and the ability to translate data into actionable insights.
- Resourcefulness, persistence, and ability to thrive in a fast paced, entrepreneurial environment.
- 3+ years of experience as a Zendesk Admin
- Experience with Looker, Excel, Metabase, SQL, and other data tools.
- Ability to work independently and a strong sense of ownership
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
We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on September 19, 2024.
Please see the independent bias audit report covering our use of Covey here.
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.
Click here to learn more about available Benefits, which vary by region and Robinhood entity.
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. Please review the specific Robinhood Privacy Policy applicable to the country where you are applying.
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By
Robinhood
Robinhood is a leading financial services company headquartered in Menlo Park, California. The company was founded in 2013 and currently has 23.9 million funded customers, 13.7 million monthly active users, and $130 billion in assets under custody.
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