Summary

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

1. Strategize and execute plans to scale and fortify our operational tools and systems to support business expansion.
2. 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.
3. Regularly review and refine existing workflows and automations, eliminating inefficiencies and risk to drive cost savings and operational agility.
4. Champion scalability initiatives that optimize operations via tooling without increasing headcount, thereby enhancing team productivity and operational efficiency.
5. Use data analytics to identify inefficiencies, gaps, and risks across different teams and functions, making data-driven decisions a cornerstone of our operational strategy.
6. Continually seek and implement innovative solutions to operational challenges, maintaining a forward-thinking approach to business growth and efficiency.
7. Own a large-scale tooling migration from Zendesk to Salesforce
8. Various administrative tasks, including access and permissioning, reporting and dashboard management.

What you bring

1. Strong technical aptitudes and proven expertise with various customer experience platforms, CRMs, and analytics platforms
2. Experience in implementing process improvements, systematizations, and technological solutions.
3. Excellent problem-solving skills and the ability to think strategically about long-term operational needs and solutions.
4. Demonstrated ability to achieve significant operational outcomes, including cost reduction, efficiency improvements, risk mitigation, and scaling complex systems.
5. Excellent collaboration and communication skills, with a history of working effectively across diverse teams.
6. Strong analytical skills and the ability to translate data into actionable insights.
7. Resourcefulness, persistence, and ability to thrive in a fast paced, entrepreneurial environment.
8. 3+ years of experience as a Zendesk Admin
9. Experience with Looker, Excel, Metabase, SQL, and other data tools.
10. Ability to work independently and a strong sense of ownership

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.

Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC)

$81,000 - $95,000 USD

Zone 2 (Denver, CO; Westlake, TX; Chicago, IL)

$71,000 - $84,000 USD

Zone 3 (Lake Mary, FL)

$63,000 - $74,000 USD

Skills

• Communications Skills
• Database Management
• Excel
• Operations
• Problem Solving
• SQL
• Strategic Thinking