Robinhood

Knowledge Management Team Manager

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What Robinhood is looking for in applicants

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.

Just as we focus on our customers, we also strive to create an inclusive environment where our employees can thrive and do impactful work. We are proud of the competitive products and company culture we continue to build and have been recognized as:

  • Glassdoor Best Places to Work 2020
  • TIME100 Most Influential Companies 2021
  • Fortune Best Workplaces in Financial Services & Insurance™ 2021 and Fortune Best Workplaces for Millennials™ 2021

We’re growing and looking for...

We continue to hire Robinhoodies at a rapid pace to drive this journey, and with that growth comes necessary change. We’re seeking culture builders and curious thinkers looking to co-author the next chapters of our story. We’re in build mode, majorly expanding our team while also growing up as a company. Joining now means helping shape our structures and systems, then taking part as we launch into our ambitious future.

Check out life at Robinhood on The Muse!

About the team: The Learning & Quality team works cross-functionally to enable Robinhood's growth and business success. We act as a skill building utility that enables Robinhood to hire faster and scale more effectively. We develop data-driven insights that enable our business partners with decision-making related to service model design and talent strategies, and we manage high impact cross-functional learning projects. Ultimately, we are a team of curious, creative, humble, and analytically-minded individuals with a bias toward action and impact.

As the Team Manager, you'll be responsible for leading the Knowledge Management Program Managers and associates in developing a consistent brand identity for online content created by the team. The responsibilities include the ability to think both creatively and strategically on finding ways of producing online content. In addition, how we use analytics in optimizing both the content and the platform to help drive user engagement and resolve customer issues swiftly.

What you’ll do day-to-day:

  • Supervise the daily activities of the Knowledge Management team's creation and management of operational Standard Operating Procedures (SOP), Policies, reusable customer messaging (macros), and functional-specific knowledge base articles
  • Cultivate relationships and strong partnerships across Operations Shared Services (OSS) to ensure Knowledge Management team is well represented on “Voice of Customer” and “Voice of Agent” projects
  • Develop an online content strategy that encompasses the company’s brand, values, and customer experience and improve the end user experience through metrics such as accessibility, findability, readability, and usability
  • Collaborate with other internal content, user experience and marketing teams to drive consistency with tone and share insights on enhancing the customer experience
  • Stay abreast of current standard methodologies and trends in the industry and review competitor websites to compare their activities with those of the organization

About you:

  • Required to have the Series 7 and Series 24 licenses, and/or willing to obtain within 4-6 months from date of hire.
  • Outstanding writing, editing, and presentation skills
  • Exhibits strong people leadership skills across different geographies and provide development support through coaching and feedback
  • Demonstrates solid understanding of knowledge management principles and standard methodologies
  • Extensive experience with Project Management, Program Management and prioritization skills
  • Excellent relationship management skills with a track record of operating in a cross-functional environment
  • Resourcefulness, persistence, and ability to thrive in fast-paced, entrepreneurial and ambiguous environments
  • Strong analytical abilities
  • Exposure to adult learning methodologies and research

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 promotes diversity 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 visit rbnhd.co/applicant-privacy.

Robinhood's benefits include generous time off, 401(k) participation with employer match, comprehensive health coverage, a health savings account (HSA), wellness benefits, backup childcare and education stipends (all benefits are subject to applicable taxes and based on eligibility).

 

Want some tips on how to get an interview at Robinhood?

What is Robinhood looking for?
If this role looks interesting to you, a great first step is to understand what excites you about the team, product or mission. Take your time thinking about this and then tell the team! Get in touch and communicate that passion.
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How to land an interview at Knowledge Management Team Manager?
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