About the team

Robinhood’s Fraud Operations team is critical to supporting the growth of Robinhood and supporting our customers when they experience a fraud incident. The team conducts various types of investigations, including both reactive and proactive. 

As a content developer for Fraud Operations, you’ll leverage your product expertise to ensure our new associates learn and give to the mission. This means you’ll have to be proactive and be willing to improvise -- you’ll spend a good amount of time preparing content and iterating upon our existing program. Your notes and insight from each iteration of the program will help it evolve and adapt.

What you’ll do day-to-day:

• Build and maintain operational Standard Operating Procedures (SOP), policies, reusable customer messaging (macros),training content, and functional-specific knowledge base articles for more sophisticated business functions
• Consult and collaborate with Fraud Operations and Fraud Support Managers, Product Operation Managers, and Business leaders to ensure content needs are met and identify gaps
• Identify continuous improvement processes for how content is built, delivered, and maintained (structure and findability)
• Use systems level thinking to organize and analyze digital content to improve the end user experience with findability, searchability, usability and accessibility
• Conduct industry research to incorporate new design features and keep pace with industry trends
• Evaluates trainee performance
• Provides written evaluations of employee performance to management as required
• Maintains accurate training records
• Proactively identifies training needs within our organization
• Schedule and plan out career development trainings related to Fraud Operations skill leveling
• Proactively mentor agents who exited training with training gaps to set them up for success with their new manager

About you:

• 3+ years of experience developing training content
• Outstanding writing and communication skills
• Strong relationship management and leadership 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
• Exhibits strong project and program management and prioritization skills
• Comfort working with geographically distributed teams
• Bias to action and a desire to iterate and improve
• Consistent track record at delivering timely and accurate information in a fast-paced environment
• Excellent critical thinking, problem solving, mathematical skills and good judgment

Bonus points:

• SIE, Series 7, 9/10, 4, 24, CFE, CAMS or others
• Experience in finance, fraud, or financial crimes