About the team: 

As part of the Customer Care product team, the Product Manager for AI/ML will lead the Care Intelligence pod to deliver new experiences and platforms that help our customers become successful with Robinhood and improve the quality of our agent interactions. You'll drive the launch of new product experiences including our virtual agent, agent recommendations, and case classification. You'll work closely with data, engineering, operations, and research teams to continuously optimize these experiences and deliver a high quality support experience right when customers need us.

The preferred location for this position is in or around Robinhood's offices in Menlo Park, CA, or New York, NY.

What you’ll do day-to-day:

• Develop and advocate your vision of an outstanding customer experience powered by advanced technologies.
• Champion a strong POV on AI features both within Customer Care and across Robinhood.
• Create a roadmap that supports our long term vision for best-in-class customer experience and top-quality agents.
• Own and manage foundational elements of the Robinhood's support ecosystem including case classification, routing, attribution, and our data model.
• Draft requirements for initiatives that are clear, accurate, and easily translatable into technical requirements. Be rigorous in defining goals and success criteria.
• Foster a culture of learning and iteration through experimentation.

About you:

• 4 years experience building and shipping high-quality, customer experiences and platforms. Direct experience launching ML/chatbot features preferred.
• Strong communication and relationship management skills. Expertly distills technical details into plain English for broader consumption.
• Experience with using research, experimentation, and product analytics to guide decision making.
• Ability to flex in real time to critical issues while maintaining an accurate and up to date strategic roadmap and prioritized project schedule.
• Passion for customer experience.
• Team player under all circumstances.

Bonus points:

• AI/ML background