VP, Operations & Customer Support
VP, Operations & Customer Support
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
$ 230000 - 250000
1 Vacancy
Job Description
About Betterment
Betterment is a leading technology-driven 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 medium-sized businesses. Our team is passionate about our mission: making peoples lives better. Were headquartered in NYC and offer hybrid NY-based positions (three days/ week in-office).
About the role
The Vice President of Operations & Customer Support will be responsible for Customer Operations (KYC transactions transfers AML/Risk etc) and over time Customer Support (phone email chat). This leader will be responsible for completing the integration of both teams defining a unified operating model and establishing shared metrics. This incoming leader will work to automate and improve team processes drive metrics-based performance and enhance customer outcomes across the newly combined teams.
This role is based out of our NYC office. For jobs based out of our NYC HQ we require in office attendance Tuesday through Thursday weekly. Below weve reflected the base salary range we would offer for this position. 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: $230000 - $250000
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 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
- Manage and mentor a team of operational and customer service leaders who in turn oversee day-to-day processing of all customer interactions account openings risk reviews and fraud prevention transaction monitoring transfer processing and money movement
- Optimize workflows and systems for scale accuracy and efficiency while collaborating cross-functionally with product technology compliance legal and executive leadership to drive improvements
- Enhance performance tracking metrics SLAs and governance frameworks across both Operations and Support teams
- Continuously improve all aspects of customer communications across phone email and chat to deliver a best-in-class customer experience
- Oversee ongoing management of third-party service providers and outsourcing partners and lead selection of new partners as necessary
- Develop and manage departmental budgets staffing plans and key performance indicators
What were looking for
- 10 years of leadership experience in operations and customer support ideally within an RIA broker/dealer or fintech environment
- Proven track record of scaling both support and operations teams from small to large team sizes
- Experience merging or reorganizing teams with differing processes and tools and aligning them on shared KPIs
- Experience managing third-party vendors offshoring/outsourcing partners and service agreements
- Excellent analytical project management and process improvement skills
- Strong leadership and communication abilities with a customer-first mindset
- Familiarity with support and operations platforms like Zendesk.
- Series 7 24 and/or 99 licenses
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 in-house 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 3-4 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 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 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 age-identifying 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.
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 employees 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 .
Required Experience:
Exec
Employment Type
Full Time
