Chatbot Strategy Manager
Chatbot Strategy Manager
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$ 100000 - 120000
1 Vacancy
Job Description
About Betterment
Betterment is a leading technologydriven financial services company that offers investing and retirement solutions for retail investors and investment advisors as well as financial wellness solutions including a 401(k) for small and mediumsized businesses. Our team is passionate about our mission: making peoples lives better. Were headquartered in NYC and offer hybrid NYbased positions (three days/ week inoffice).
About the role
The Chatbot Strategy Manager oversees the development implementation and continuous improvement of chatbots at Betterment using Zendesk. This role focuses on leveraging data to optimize chatbot performance collaborating crossfunctionally to enhance the customer experience and driving strategic initiatives to expand the use of generative chatbots across the organization.
This role is remote eligible. Below weve 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 Betterments total compensation package for employees.
- New York City San Francisco Los Angeles Seattle Boston Washington D.C. & Orange County CA: $100000 $120000
- Other locations: $85000 $108000
We offer a competitive equity package health dental and vision benefits life and AD&D shortterm and longterm disability insurance EAP commuter and parking benefits FSA/HSA and 401(k) with employer match as well as a flexible PTO policy. This job may also be eligible for variable compensation in the form of a company incentive bonus.
A day in the life
- Oversee the implementation and management of generative AI chatbots in Zendesk.
- Maintain a relationship with Zendesk to ensure optimized use of their chatbot tooling.
- Leverage data to drive optimizations for bot accuracy knowledge base quality customer satisfaction and containment.
- Measure and report on key performance indicators (KPIs) such as automated resolution rate containment rate chatter BSAT ticket deflection and chatbot QA score.
- Lead strategic initiatives to launch chatbots for various business units across the organization.
- Develop and manage a chatbot QA program to assess the quality of generative outputs and identify knowledge gaps.
- Coordinate with crossfunctional teams (Legal Compliance Risk Content Marketing) to ensure the successful implementation of chatbots and ensure compliance with legal and regulatory requirements.
- Collaborate with senior CX Leadership to report on chatbot trends and provide strategic recommendations.
- Work closely with Analytics Customer Insights Product and other customerfacing teams to enhance the overall customer journey.
- Work closely with CX Content to resolve knowledge base gaps.
What were looking for
- 4 years of experience in customer experience product management or a related field with a proven track record in deploying and managing chatbots (preferably within Zendesk or similar platforms).
- Strong analytical background with the ability to interpret performance metrics (e.g. resolution rates containment rates CSAT QA scores) and leverage data for continuous optimization.
- Demonstrated technical proficiency in the deployment and maintenance of chatbot solutions including familiarity with relevant programming languages APIs and system integrations.
- Proven collaboration skills to partner effectively with multiple stakeholders (CX teams Product Analytics Marketing etc.) and influence decisions at both tactical and strategic levels.
- Demonstrated passion for AI technologies and a track record of improving customer experiences through automation and datadriven insights.
- Excellent communication skills both written and verbal with the ability to distill complex information into actionable recommendations for diverse audiences.
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 peoples lives better.
We set audacious goals
We set them for the company our customers and ourselvesand we wont stop until we reach them. We dont just show up; we give our all then celebrate our wins.
We value all perspectives
When we collaborate were 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 inhouse chef three days a week at our NYC headquarters
What happens next
Well take a few weeks to review all applications. If wed like to spend more time with you well reach out to arrange next steps which will include 34 sets of meetings with your future colleagues.
In the interview process well 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 35 weeks to make a hiring decision depending on your availability and sense of urgency. As a best practice we aim to interview at least 23 final round candidates before making a hiring decision. Please note that as we usually receive an overwhelming number of applications for open positions were 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 mayredactor remove ageidentifying information such as age date of birth or dates of school attendance or graduation. You will not be penalized forredactingor removing this information.
Come join us!
Were 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.
EVerify Statement
Betterment participates in EVerify. We will provide the Social Security Administration and if necessary the Department of Homeland Security with information from each new employees Form I9 to confirm work authorization. Please note that we do not use this information to prescreen job applicants.
EVerify Notice
EVerify 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 thirdparty 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 .
Required Experience:
Manager
Employment Type
Full Time
