Director, Support Operations

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. Were 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

Betterments Support organization touches every customer every advisor and nearly every team in the company and this role owns it. As Director of Support youll lead a team of managers and specialists across retail CX advisor support (BAS) and support operations while managing two global BPO partnerships and a multimillion-dollar budget. Youll set the quality bar own the delivery model and drive the organization forward not reactively but ahead of whats coming.

This is a role for someone with high standards deep operational expertise and the kind of ownership mentality that doesnt wait to be asked. Youll partner closely with Product Engineering Fraud Legal & Compliance and Investing and report directly to the VP of Support & Operations.

This role is based out of our NYC office. Below weve reflected the base salary range 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: $155000-$185000

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

A Day in the Life:

• Lead and develop a team of managers across three functions: retail CX complex case resolution and high value customer support advisor support for our BAS product line and support operations (product/eng liaison VoC and launch readiness).
• Own two BPO partnerships end-to-end contract management SLA accountability quality programs and day-to-day performance.
• Manage the Support budget with rigor: own forecasting capacity planning and cost decisions across internal and BPO channels.
• Set and hold a high quality bar across all channels using data to identify gaps and drive measurable improvement.
• Serve as a senior escalation point for complex cases requiring coordination across Legal Compliance Fraud Engineering or executive stakeholders.
• Partner cross-functionally to ensure support teams are prepared for product launches regulatory changes and operational shifts and that customer signals inform what we build.
• Identify whats broken build the case for change and own outcomes.

What Were Looking For

• Significant experience in CX or support leadership with a track record of scaling teams and raising the bar on quality and performance.
• Proven experience managing global BPO relationships including vendor selection contract negotiation and performance accountability.
• Financial acumen youve owned a multimillion-dollar budget and made resource allocation decisions under pressure.
• Strong forecasting and capacity planning capabilities; you build models that translate into real operational decisions.
• Deeply analytical and data-driven you define success with metrics track outcomes rigorously and use data to make decisions and build the case for change.
• High accountability and ownership you drive things forward follow through and expect the same from your team.
• Excellent judgment and communication; you navigate complex sensitive situations and present clearly to audiences from frontline agents to the C-suite.
• Experience in fintech financial services or a regulated environment strongly preferred.
• Familiarity with Zendesk or comparable support platforms; QA tooling and VoC platforms a plus.

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.