Sr. CX Programs & Automation Manager
Betterment is seeking a Senior CX Programs & Automation Manager to lead the development and implementation of AI initiatives within our customer support and operations teams. This role is integral to enhancing customer experience and agent efficiency through innovative automation solutions. The position is based in New York City, with a hybrid work model requiring four days per week in the office, and offers flexibility during summer and winter holidays.
The successful candidate will be responsible for building and maintaining a multi-quarter AI roadmap aligned with customer experience and operational objectives, such as increasing automation rates, reducing average handle time, improving agent productivity, and enhancing customer satisfaction. Key duties include translating operational challenges into structured AI use cases, leading project delivery in collaboration with cross-functional teams, driving agent adoption of AI tools through effective change management and training, designing and executing experiments to validate AI performance, and ensuring compliance with legal and security standards during AI deployment.
Applicants should have 7–10+ years of experience in customer experience operations, support product management, or technical program management. Hands-on experience launching AI or automation solutions in support environments, such as Zendesk AI, Intercom Fin, or Decagon, is essential. Strong product thinking, analytical skills for experiment design and performance evaluation, excellent cross-functional collaboration abilities, and proficiency in configuring and iterating within AI and SaaS platforms without constant engineering support are required. Experience managing multiple concurrent initiatives is also necessary.
The position offers a competitive base salary ranging from $130,000 to $160,000, depending on experience and location. Additional benefits include a competitive equity package, health, dental, and vision insurance, life and AD&D insurance, short-term and long-term disability coverage, employee assistance programs, commuter and parking benefits, flexible spending accounts, health savings accounts, a 401(k) plan with employer match, and a generous paid time off policy.
Betterment fosters a culture of innovation and inclusivity, aiming to transform financial outcomes for individuals. Employees are encouraged to set ambitious goals, collaborate across diverse perspectives, and contribute to a mission-driven environment focused on making people's lives better. The company invests in its employees through professional development opportunities, community-building initiatives, and a supportive work environment.