Betterment

Director, Support Operations

Betterment HQ - New York City · Director

No sponsorship$155k-$185kDetected 21 days ago

NegotiationForecastingContract ManagementCustomer SupportZendeskLeadershipCommunicationMentoring

About the role

This is a role for someone with high standards, deep operational expertise, and the kind of ownership mentality that doesn't wait to be asked.
This role is based out of our NYC office.
Below we've reflected the base salary range for this position.

Own two BPO partnerships end-to-end - contract management, SLA accountability, quality programs, and day-to-day performance.
Set and hold a high quality bar across all channels, using data to identify gaps and drive measurable improvement.
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 what's broken, build the case for change, and own outcomes.
Betterment's Support organization touches every customer, every advisor, and nearly every team in the company - and this role owns it.
As Director of Support, you'll 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.
You'll set the quality bar, own the delivery model, and drive the organization forward - not reactively, but ahead of what's coming.
You'll partner closely with Product, Engineering, Fraud, Legal & Compliance, and Investing, and report directly to the VP of Support & Operations.
Manage the Support budget with rigor: own forecasting, capacity planning, and cost decisions across internal and BPO channels.
Our team is passionate about our mission, to empower people to build wealth with confidence and ease.

Proven experience managing global BPO relationships, including vendor selection, contract negotiation, and performance accountability.

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.

Below we've reflected the base salary range for this position.
The range listed is just one component of Betterment's total compensation package for employees.

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