Manager of Crypto Operations

We are building an elite team, applying frontier technologies to the world’s biggest financial problems. We’re looking for bold thinkers. Sharp problem-solvers. Builders who are wired to make an impact. Robinhood isn’t a place for complacency, it’s where ambitious people do the best work of their careers. We’re a high-performing, fast-moving team with ethics at the center of everything we do. Expectations are high, and so are the rewards. 

The Crypto Operations team at Robinhood is dedicated to delivering an excellent end-customer experience while supporting cutting-edge crypto products. As a Crypto Operations Manager for the Account Servicing Desk, you will play a crucial role in ensuring the smooth operation and scalability of our crypto services. You will lead cross-functional projects designed to improve Robinhood’s operational efficiency and readiness. The role will focus on scaling operations for our existing crypto products and managing the operational impact of new crypto initiatives. This role will work closely with cross-functional partners, including Product Management, Compliance, Legal, Engineering, Security, and Customer Experience, to ensure operational readiness and efficiency.

The Account Servicing team has a unique role in bridging operational processes that keep the product running smoothly with taking customer feedback to improve products. Crypto Operations Managers are passionate about delivering an excellent customer experience, achieving operational objectives, and collaborating with multiple partners. This is a unique opportunity to shape the future of crypto operations for one of the most dynamic teams in the industry.

This role is based in our Menlo Park, CA or New York City, NY office, with in-person attendance expected at least 4 days per week.

At Robinhood, we believe in the power of in-person work to accelerate progress, spark innovation, and strengthen community. Our office experience is intentional, energizing, and designed to fully support high-performing teams.

• Lead and mentor a team of Crypto Operations Specialists, ensuring high performance and professional development.
• Oversee daily operations, ensuring that all tasks are completed accurately and efficiently.
• Ensure all customer escalations are handled promptly and effectively, troubleshooting complex issues in Salesforce and leading root-cause analysis of bug and issue reports.
• Coordinate with cross-functional teams, including Engineering, Product, Compliance, and Customer Experience, to resolve issues and improve processes.
• Ensure compliance with all relevant regulations and internal policies, particularly in relation to fraud detection and prevention.
• Collaborate with Fraud Operations and Customer Trust & Safety (CTS) to identify and remediate fraudulent activities, including account takeovers and unauthorized transactions.
• Drive continuous improvement of operational processes and customer experience by gathering and analyzing data around contact drivers and common issues.
• Develop and maintain technical and non-technical documentation, including Standard Operating Procedures (SOPs) and playbooks, to assist with defining and explaining processes for both internal and external audiences.
• Implement and optimize custom reports and dashboards to monitor team performance and operational efficiency.
• Prepare and plan for new product and service launches, ensuring the team is equipped to support new initiatives.
• Serve as the primary point of contact for the Customer Experience team on crypto-related customer inquiries and escalations.

• Bachelor’s degree or equivalent practical experience.
• 5+ years of experience in crypto product operations, account operations, customer support operations or other relevant fields.
• 1-2 years of people management
• Deep understanding of cryptocurrency markets, blockchain technology, and the evolving regulatory landscape.
• Strong organizational and project management skills, with the ability to drive complex initiatives independently across teams and global time zones.
• Strong attention to detail paired with a proactive, risk-aware mindset and a bias toward problem-solving and execution.
• Resourcefulness and agility in fast-paced, entrepreneurial environments.
• Excellent communication and interpersonal skills.
• Ability to translate customer issues into technical solutions utilizing data.

Our ambitious roadmap requires a great culture shaped by exceptional leaders. Here’s what we expect from them:

• Drive high performance by setting clear, focused goals, giving real-time feedback, stretching top talent, and scaling impact through focus, innovation, and tech.
• Hire and retain top talent by setting a high bar, hiring only those who raise it, investing in onboarding, and addressing talent issues quickly and fairly.
• Create community by connecting work to purpose, removing friction while prioritizing safety, building trust and inclusion, and leading from the front with integrity.

• Challenging, high-impact work to grow your career.
• Performance-driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching.
• Best-in-class benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents.
• Lifestyle wallet — a highly flexible benefits spending account for wellness, learning, and more.
• Employer-paid life & disability insurance, fertility benefits, and mental health benefits.
• Time off to recharge including company holidays, paid time off, sick time, parental leave, and more!
• Exceptional office experience with catered meals, events, and comfortable workspaces.