Product Manager, Customer Care

About the team:

The preferred location for this position is in or around Robinhood's offices in Menlo Park, CA, or New York, NY, or Westlake, TX, or Lake Mary, FL, or Denver, CO, 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