Program Manager, Employee IT Experiences

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've built and have been recognized as:

• Forbes Fintech 50 2021
• Glassdoor Best Places to Work 2021
• Inc. Best-Led Companies 2021
• TIME 100 Most Influential Company 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 role:

Robinhood is looking for a Program Manager to develop and drive improvements within the Support Engineering organization to scale IT support at Robinhood and drive key critical initiatives across the organization

The role will be centralized within our growing Corporate Engineering PMO team, and will partner with Support Engineering, AV Engineering, and other IT support organizations to find opportunities and land improvements to the IT support services used across Robinhood.

To be successful in this role, you will need to be able to be agile, supporting the organization's services day to day, as well as looking holistically at support services as a whole, identifying root cause issues to service health and quality, and driving them to resolution. You'll be working in a fast-paced environment, requiring you to be able to dive deeply into complex issues, and motivating the team around you to solve them.

What you'll do day-to-day:

• Lead multiple critical projects of moderate to high-complexity and scope based on IT scaling strategies. Use technical judgment and operational experience to drive project outcomes, build consensus, remove roadblocks, and resolve conflicts
• Partner closely across many functions; both within the organization and within other parts of Robinhood. Use cross-functional knowledge to understand issues, trends, and perspectives that may influence our partners and our work
• Keep your finger on the pulse of service health, diving in deeply when emergent needs or incident level responses need to be coordinated
• Structure and implement analyses required to develop recommendations to complex operational issues, with automation and self-help in mind
• Drive the implementation of new support tooling, such as ServiceNow, IT automation tooling
• Partner with PeopleX to scale and mature the IT onboarding program

About you:

• 5+ years of experience with managing IT Operations programs at scale
• Comfort with navigating ambiguity and translating it to impactful results
• Highly effective written and verbal communication skills with both engineering and non-engineering audiences
• Ability to juggle multiple priorities with cross-organizational matrixed teams
• Experience implementing operations workflows and automation through ServiceNow, Jira, Confluence, or similar tools
• Deeply analytical at heart, ability to develop IT operations KPIs, and utilize those measurements to drive service improvements

Bonus points:

• ITIL, Six Sigma, and IT incident response training preferred
• Experience managing or leading teams
• Experience with IT automation tooling strategies

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 Robinhood - US Applicant Privacy Policy.

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).

Robinhood is a primarily remote company. If hired, you will work as a remote employee unless the job you are applying for has a different working model specified. Please reach-out to your recruiter if you have any questions regarding the job's working model.