Sr. Cx Programs & Automation Manager

Betterment at Work

New York City, NY, US
Base: $130,000 - $160,000; bonus/equity: competiti...
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7-10+ years in cx operations or technical program management
Hands-on experience launching ai or automation in support environments
Strong product thinking for ambiguous problem definition
** Betterment at Work is seeking a Senior CX Programs & Automation Manager to lead AI initiatives that enhance customer experience and operational efficiency. The role requires extensive experience in CX operations and a hands-on approach to AI tools, with a focus on measurable outcomes. The position offers a competitive salary and robust benefits in a hybrid work environment. **

Job Summary

  • This role owns the full lifecycle of net-new AI initiatives across the customer support and operations ecosystem, from identifying opportunities to launch.
  • The position focuses on shipping AI that improves customer experience and agent productivity, with success measured by automation rates and AHT reduction.
  • Betterment offers a competitive equity package, comprehensive health benefits, and a generous PTO policy alongside flexible work arrangements.

Matching Summary

Match Score: 75

** Betterment at Work is seeking a Senior CX Programs & Automation Manager to lead AI initiatives that enhance customer experience and operational efficiency. The role requires extensive experience in CX operations and a hands-on approach to AI tools, with a focus on measurable outcomes. The position offers a competitive salary and robust benefits in a hybrid work environment. **

Salary

Base: $130,000 - $160,000; Bonus/Equity: Competitive equity package included; Benefits: Health, dental, vision, 401(k) match, and generous PTO

Skills & Requirements

Must-have

  • 7-10+ years in CX operations or technical program management
  • Hands-on experience launching AI or automation in support environments
  • Strong product thinking for ambiguous problem definition
  • Analytical mindset with experiment design and A/B testing skills
  • Comfortable configuring SaaS tooling like Zendesk AI without engineering support

Nice-to-have

  • Experience managing a portfolio of concurrent initiatives
  • Cross-functional collaboration with Legal, Compliance, and Security
  • Change management and training for agent adoption
  • Vendor discussion representation experience

Key Requirements

  • 7–10+ years of relevant experience
  • Hands-on experience with Zendesk AI, Intercom Fin, or Decagon
  • Ability to configure and iterate within AI platforms independently

Work Rights

Not specified

Tailored Resume

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