Knowledge Management Strategy Lead

Proven track record of independently owning multiple, more complex functions end-to-end and making meaningful program-level decisions with limited outside support

Deep knowledge management and content strategy background: governance, information architecture, content lifecycle, and knowledge base operations

Leads cross-functional collaboration and influences Product, Engineering, Compliance, and CX partners across all levels across multiple, more complex assigned functions

Uses AI to tackle hard, domain-specific problems — not just to speed up work but to rethink what's possible

Active FINRA licenses where functionally necessary; deep subject matter expertise in assigned function(s)

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!

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

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 Management Strategy 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.