Sr. CX Programs & Automation Manager

Back to jobs New Sr. CX Programs & Automation Manager Betterment HQ - New York City Apply About Betterment Betterment is a leading, technology-driven financial services company that offers investing, savings and retirement solutions for retail investors and investment advisors as well as financial wellness solutions, including a 401(k) for small and medium-sized businesses. Our team is passionate about our mission, to empower people to build wealth with confidence and ease. We're headquartered in NYC and offer hybrid NY-based positions (four days/ week in-office, with no required office days during the summer and winter holidays). About the role The CX Tooling & Innovation team at Betterment is building the future of customer experience — and this role is the engine of that work. As our Sr. CX Programs & Automation Manager, you'll own the full lifecycle of net-new AI initiatives across our customer support and operations ecosystem: from identifying the opportunity, building the business case, and driving implementation, through to launch and handoff. This is a dedicated AI delivery role within our AI & Automation pod. You will not own BAU Zendesk maintenance or queue management. Your job is to ship AI that makes our customers' experience better and our agents' work more effective — and to do it with rigor, speed, and measurable outcomes.

Your north star metrics:

automation rate, AHT reduction, agent productivity, and customer satisfaction — every initiative you ship should move at least one of these. This is a salaried, exempt role that is remote eligible, except for the New York City metro area, San Francisco, Los Angeles, Seattle, Boston, Washington, D.C., & Orange County, CA. Below we've reflected the base salary range we would offer for this position in locations with city or state requirements. For those located elsewhere, the actual compensation offered will be based on candidate experience and geographic location. Actual salaries may vary depending on factors including but not limited to location, experience, and performance. The range listed is just one component of Betterment's total compensation package for employees.

Posting range:

$130,000 - $160,000 We offer a competitive equity package, health, dental and vision benefits, life and AD&D, short-term and long-term disability insurance, EAP, commuter and parking benefits, FSA/HSA, and 401(k)with employer match as well as a generous PTO policy. A day in the life Build and maintain a multi-quarter AI roadmap aligned to CX/Ops OKRs — automation rate, AHT reduction, agent productivity, and coverage — and own prioritization, sequencing, and business case development for each initiative Translate CX and Ops pain points into structured AI use cases with clear hypotheses, success metrics, and implementation plans Lead delivery in partnership with the Chatbot Strategy Manager, Sr. Manager of Tooling, Analytics, and Engineering Drive agent adoption of AI tools (copilot, smart suggestions, AI summaries, auto-tagging) through change management and training Design and run experiments and A/B tests to validate AI performance before scaling Establish performance baselines and handoff documentation before transitioning live programs to the Sr. Analyst, AI Quality & Continuity Partner with Legal, Compliance, and Security to ensure responsible, policy-compliant AI deployment Represent CX AI priorities in cross-functional planning and vendor discussions What we're looking for 7-10+ years in CX operations, support product management, or technical program management Hands-on experience launching AI or automation in support environments — Zendesk AI, Intercom Fin, Decagon, or similar Strong product thinking: you can take an ambiguous problem, define a clear use case, and build the case for prioritization Analytical mindset: comfortable with experiment design, interpreting A/B results, and building performance baselines Excellent cross-functional collaborator — you've worked with Engineering, Analytics, Legal, and frontline ops teams to ship AI features Comfortable getting hands-on with AI and SaaS tooling — you're not just managing from a distance; you can configure, build, and iterate within platforms like Zendesk AI, Decagon, or similar without needing engineering support for every change Experience managing a portfolio of concurrent initiatives What being at Betterment means for you We change lives Join a community of innovators working to transform financial outcomes for real people. Your work will make an impact, always laddering up to our mission: making people's lives better. We set audacious goals We set them for the company, our customers, and ourselves—and we won't stop until we reach them. We don't just show up; we give our all, then celebrate our wins. We value all perspectives When we collaborate, we're at our best. We believe diverse perspectives lead to better outcomes and strive to uphold our supportive and inclusive community.

We invest in you with:

A competitive suite of benefits, including: medical, dental, and vision insurance; life and AD&D insurance; STD and LTD benefits, including infertility support and World Professional Association for Transgender Health approved benefits; and generous parental leave. Flexible paid time off (and encouragement to use it!) Meaningful opportunity for community building through our 7 Employee Resource Groups Empowerment to own and lead change and affect the business Dedicated professional development opportunities Lunch from our in-house chef at our NYC headquarters What happens next We'll take a few weeks to review all applications. If we'd like to spend more time with you, we'll reach out to arrange next steps, which will include 3-4 sets of meetings with your future colleagues. In the interview process, we'll look to learn more about your skills, experiences, capabilities, and motivators. Many of our questions will be aimed at understanding how you might operate here at Betterment. Depending on the role, we may ask you to complete a case study exercise or technical assessments, as we want to collect a robust set of data points to better inform our decisions. On average, it takes us around 3-5 weeks to make a hiring decision, depending on your availability and sense of urgency. As a best practice, we aim to interview at least 2-3 final round candidates before making a hiring decision. Please note that, as we usually receive an overwhelming number of applications for open positions, we're unable to offer individual feedback during the interview process. We recognize that interviewing for a new role is a big deal. We appreciate you considering Betterment as the next step in your career, and our Recruiting Team is here to support and advocate for you through the interview process! Betterment is dedicated to providing accommodations to candidates upon request. If you need accommodations at any point throughout the interview process, please reach out to your recruiter. Please note that in any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information. Come join us! We're an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex, gender (including gender nonconformity and status as a transgender or transsexual individual), sexual orientation, marital status, age, physical or mental disability, citizenship, past, current or prospective service in the uniformed services, predisposing genetic characteristic, domestic violence victim status, arrest records, or any other characteristic protected under applicable federal, state or local law. E-Verify Statement Betterment participates in E-Verify. We will provide the Social Security Administration, and if necessary, the Department of Homeland Security, with information from each new employee's Form I-9 to confirm work authorization. Please note that we do not use this information to pre-screen job applicants. E-Verify Notice E-Verify Notice (Spanish) Right to Work Notice Right to Work Notice (Spanish) CPRA Language - CA Applicants ONLY We collect and store personal information for the purposes of candidate tracking (for this role and future opportunities). The information you provide in the course of completing your application will be kept for up to 24 months. We use tools provided by third-party service providers but do not share candidate information for any purpose other than for recruiting. To access the data that is collected, request deletion or to make updates to your candidate profile, please email team.hire@betterment.com . Create a Job Alert Interested in building your career at Betterment? Get future opportunities sent straight to your email. Create alert Apply for this job

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