Sr. CX Programs & Automation Manager

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.

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 youll 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 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.

Posting range: $130000 - $160000

This job may also be eligible for variable compensation in the form of a company incentive bonus.

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 were looking for

• 710 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 youve worked with Engineering Analytics Legal and frontline ops teams to ship AI features
• Comfortable getting hands-on with AI and SaaS tooling youre 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 success looks like in year one

• A clear prioritized AI roadmap is in place and being actively executed against
• At least two net-new AI initiatives have launched with defined KPIs and clean handoffs to the quality team
• Ticket deflection and automation rates show measurable improvement attributable to your work
• A governance and experimentation framework is in place so future rollouts move faster and more safely

Join a team built on these core values

We change lives

Be a part of a community of innovators working to transform financial outcomes for real people. Your work will make an impact always laddering up to our mission; to empower people to build wealth with confidence and ease.

We set audacious goals

We set them for the company our customers and ourselves and 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 simplify financial services

Were financial services pioneers always finding new ways to improve optimize and enhance. Constant improvement is in our DNA.

Our Commitment to Your Total Well-being:

• We offer a competitive suite of benefits including medical dental and vision coverage; life and AD&D insurance; short- and long-term disability; infertility support and WPATH-aligned transgender health benefits; an Employee Assistance Program (EAP); transit benefits and FSA and HSA options
• Ownership: Equity for all employees including new hire and refresher grants.
• Time: Flexible paid time off paid parental leave and a fully paid four-week sabbatical in your sixth year.
• Growth: Company-paid professional coaching for all employees.
• Wealth: Day-one 401(k) match plus matching on qualified student loan payments.

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 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!

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.