Betterment

Sr. CX Programs & Automation Manager

Betterment HQ - New York City · Senior

No sponsorship$130k-$160kDetected 20 days ago

A/B TestingOKRsRecruitingCustomer SupportZendeskIntercomMentoring

About the role

This is a dedicated AI delivery role within our AI & Automation pod.
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.

from identifying the opportunity, building the business case, and driving implementation, through to launch and handoff.
You will not own BAU Zendesk maintenance or queue management.
Design and run experiments and A/B tests to validate AI performance before scaling
Partner with Legal, Compliance, and Security to ensure responsible, policy-compliant AI deployment
CX Programs & Automation Manager, you'll own the full lifecycle of net-new
Our team is passionate about our mission, to empower people to build wealth with confidence and ease.
Lead delivery in partnership with the Chatbot Strategy Manager, Sr.
Drive agent adoption of AI tools (copilot, smart suggestions, AI summaries, auto-tagging) through change management and training

Day-one 401(k) match plus matching on qualified student loan payments.
What happens next
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.
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.

Excellent cross-functional collaborator - you've worked with Engineering, Analytics, Legal, and frontline ops teams to ship AI features
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

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.

Equity for all employees, including new hire and refresher grants.
Flexible paid time off, paid parental leave, and a fully paid four-week sabbatical in your sixth year.

us 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 ch

This listing is sourced directly from Betterment's careers page and normalized into a canonical job model.