Customer Experience Manager - Concierge Relationship Management

About the team + role

The Concierge team is expanding its capabilities to support customers with financial planning, advice, education, and long-term financial organization. This team works closely with Robinhood Asset Management, product, and compliance to deliver accurate, compliant planning experiences. In this role, you will lead a team responsible for shaping how Robinhood supports customers in organizing their financial lives and understanding their options at scale.

As a Manager of Relationship Management, you will lead, coach, and develop a team of Relationship Managers who support customers throughout their service journey while guiding them through structured financial planning processes. You will oversee the delivery of the full Concierge suite of services including financial planning, guidance, advice, tax services, estate planning, and account-related support to ensure a high-quality, consistent, and compliant customer experience.

You will be responsible for driving team strategy, establishing operating rhythms, and driving performance across customer engagement, satisfaction, and asset growth. In addition to developing your team, you will partner closely with product, compliance, legal, and external service providers to evolve the Concierge offering and ensure all customer interactions meet regulatory standards.

This is a highly cross-functional leadership role where you will influence how Robinhood delivers scalable, compliant financial guidance to a growing base of high-value customers.

This role is based in our Chicago, IL; Westlake, TX; and Denver, CO office(s), with in-person attendance expected 5 days per week.

At Robinhood, we believe in the power of in-person work to accelerate progress, spark innovation, and strengthen community. Our office experience is intentional, energizing, and designed to fully support high-performing teams. Local travel may be required to meet with customers and participate in in-person events.

What you'll do 

• Lead, coach, and develop a team of Relationship Managers, driving high performance, strong customer outcomes, and professional growth
• Establish team goals, KPIs, and operating rhythms aligned to customer engagement, asset growth, and service quality
• Oversee customer interactions from a team of Relationship Managers providing financial planning, assisting with tax services, estate planning, and account support, ensuring accuracy, consistency, and compliance
• Create a culture of compliant advice and guidance, reinforcing policies, supervisory procedures, and regulatory standards
• Partner cross-functionally with product, compliance, legal, and external service providers to improve workflows, expand capabilities, and enhance the customer experience
• Monitor and improve team performance through data, coaching, and process optimization, identifying opportunities to scale impact efficiently
• Ensure high-quality documentation and adherence to firm and regulatory standards across all customer interactions
• Support escalation management and complex customer situations, providing guidance and oversight where needed
• Drive initiatives to increase customer engagement, including asset consolidation, product adoption, and deeper relationship development
• Bring a strong customer-first mindset, fostering a culture of empathy, clarity, and trust in all client interactions

What you bring

• Clean U5 
• Current Series 7 and 66, or ability to acquire within 120 days
• Series 24 or 9/10, or ability to acquire within 120 days
• CFP® certification highly desired
• 7+ years experience in financial planning, banking, wealth management, or related financial services roles
• Ability to build and explain long-term financial plans that reflect individual goals, tax considerations, and estate planning needs
• Experience supporting high-value and complex client relationships, with a focus on delivering clear, responsive, and organized service
• Demonstrated ability to support asset consolidation, deepen client relationships, and increase engagement with financial products in a compliant, customer-first manner
• Commitment to acting in the customer’s best interest while adhering to regulatory requirements
• Ability to communicate complex financial concepts clearly to a wide range of customers
• The ability to thrive in a dynamic environment, with a constant drive to increase and enhance the value of our offering.
• A willingness and aptitude to leverage AI tools to enhance productivity and drive innovation within your role.

What we offer

• Challenging, high-impact work to grow your career.
• Performance-driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching.
• Best-in-class benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents.
• Lifestyle wallet — a highly flexible benefits spending account for wellness, learning, and more.
• Employer-paid life & disability insurance, fertility benefits, and mental health benefits.
• Time off to recharge including company holidays, paid time off, sick time, parental leave, and more!
• Exceptional office experience with catered meals, events, and comfortable workspaces.