Knowledge & Operational Readiness Lead

Join us in building the future of finance. Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades. The largest transfer of wealth in human history. If you’re ready to be at the epicenter of this historic cultural and financial shift, keep reading. About the team + role 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 Platforms Knowledge Management team's mission is to ensure Robinhood associates and customers have clear, current, and compliant guidance at their fingertips. We own the knowledge ecosystem — taxonomy, governance, editorial standards, and content lifecycle — and partner closely with CX Strategy, Product, Operations, Compliance, Legal, and Quality to publish SOPs and reusable messaging that are easy to find and use. As a Knowledge & Operational Readiness Lead , you will own the full content and readiness lifecycle across multiple, more complex assigned functions — driving knowledge strategy, leading readiness programs, and making meaningful program-level decisions with limited outside support. You lead cross-functional collaboration across all of your functions simultaneously, influence Product, Engineering, Compliance, and CX partners at all levels, and develop colleagues within the team. This is a role for someone who is equally fluent in SOPs and go/no-go frameworks, and uses AI to rethink what's possible. This role is based in our Denver, CO and Westlake, TX offices, with in-person attendance expected at least 3 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. What you’ll do Own end-to-end content strategy and knowledge governance for assigned function(s): creation, maintenance, and continuous improvement of Help Center articles, SOPs, runbooks, playbooks, escalation paths, policy documentation, and support workflows Lead readiness planning for product launches, policy updates, process changes, and operational initiatives — including go/no-go recommendations, risk registers, mitigation plans, and post-launch retrospectives Lead cross-functional collaboration across all assigned functions simultaneously — influencing Product, Engineering, Operations, Customer Support, Compliance, Risk, and Training partners at all levels to drive alignment on readiness and content strategy Establish content standards, information architecture, and governance frameworks that scale across functions and raise the bar for the team Partner with Customer Support leadership to prepare frontline teams for launches; identify contact drivers and support risks before go-live and develop plans to minimize customer friction Analyze metrics across assigned function(s) to identify patterns, inefficiencies, and improvement opportunities; drive post-launch reviews and lead improvement initiatives Communicate readiness status, performance insights, and risks to stakeholders at all levels, from operational detail to executive-ready narratives Guide, coach, and share functional expertise with colleagues within the team; influence parties inside and outside the department on knowledge management processes and practices Use AI to tackle complex, domain-specific knowledge problems — not just speed up routine work. The bar: streamlined workflows, resolved bottlenecks, and consistently higher-quality outcomes delivered faster. What you bring Experienced individual contributor with…