Robinhood

Head of Learning & Development, Customer Care

Robinhood

April 7, 2021

Charlotte, NC, US

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, removing fees, 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 world class products and company culture we continue to build and have been recognized as:
  • A Great Place to Work
  • A CNBC Disruptor 50 in 2019 and 2020
  • A LinkedIn Top Startup in 2017, 2018, 2019 and 2020

Robinhood is backed by leading investors that include DST Global, Index Ventures, NEA, Ribbit Capital, Thrive Capital, and Sequoia.
Check out life at Robinhood on The Muse!
About the team:
As part of Robinhood's Customer Care Strategy & Operations team, you will be responsible for leading and scaling learning programs that build an outstanding experience for our customers. Specifically, you will be tasked with building and developing the team that designs and implements scaled training solutions to help our customer representatives develop, learn, and delight our customers. You will also be responsible for onboarding Customer Experience, New Account Servicing, Fraud Operations, and Financial Crimes agents and defining and measuring agent success.
We are seeking a Head of Learning & Development to scale a team that manages programs to enable continuous delivery of a high-quality, customer-centric support experience for Robinhood employees and our support partners.
What you'll do day-to-day:
Building and managing the team:
  • Hiring and structuring a team of learning and development program managers and specialists that will scale programs across all Customer Experience offices including Denver, CO, Lake Mary, FL, Charlotte, NC, Westlake, TX, and Tempe, AZ
  • Coaching and developing Robinhood's learning and development talent
  • Developing strong relationships with the product organization to stay informed of new launches and learning needs
  • Working with Customer Care senior leadership to gain alignment and engagement in support of learning and development initiatives
Content development & delivery management:
  • Overseeing the development of a product training roadmap covering existing products including options, equities, crypto and payment products, as well as new products
  • Utilizing technology to scale the training experience to a mix of virtual, self-driven and in-classroom instruction
  • Using principles of instructional design to optimize the training content for virtual learning via a mixture of delivery methods
  • Actively managing the freshness of the content, delivery planning, and outcome measurement of the training
Organizational Effectiveness:
  • Onboarding agents and defining and measuring agent success across quality, efficiency and readiness indicators
  • In partnership with analytics teams, developing metrics, dashboards, and reporting that provide actionable insight to improve training content and outcomes
  • Closely partnering with external vendors and the Quality Assurance team to determine upskilling needs for support agents
  • Engaging with external suppliers to ensure smooth delivery, implementation, and adoption of the training program
  • Continuously benchmarking against new and existing training methodologies, tools and processes to drive training capabilities
  • Institutionalizing and overseeing the learning path for facilitating FINRA licensing for new and incumbent employees while achieving best in class pass rates
  • Establishing metrics and tracking mechanisms to build accountability, assess effectiveness, measure results, evaluate trends, and optimize the impact of training programs
About you:
  • Bachelor's Degree
  • 10+ years of proven, results based, experience in training and training leadership preferably in financial services
  • FINRA licenses including Series 7 and 24 (must have)
  • Successful leadership of and familiarity with learning programs in a regulated environment
  • Demonstrated ability to lead a team while balancing competing priorities, workloads, and deadlines
  • Strong customer orientation and passion for seeing others succeed
  • Deep understanding of training program design, implementation, delivery methods and processes
  • Strong ability to analyze existing programs for gaps and improvement opportunities then develop and implement strategies to drive clear business impact through training
  • Strong communication and influencing skills, experience working with global virtual cross-functional and external partners
  • Strong project management experience with the ability to lead multiple projects within tight timeframes.
  • Passionate about customer experience and making life simpler with technology through training
Bonus points:
  • FINRA licenses Series 4, 64

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.