Sr. CX Programs & Automation Manager

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.  

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

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

• 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

• 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

• 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

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 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.

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

• 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.

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.

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.