Sr. Cx Programs & Automation Manager

Betterment

New York City, NY, US
Base: $130,000 - $160,000; bonus/equity: competiti...
Hybrid (4 days/week in-office, remote eligible for certain areas)
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 is seeking a Sr. CX Programs & Automation Manager to lead AI initiatives within their customer experience and operations ecosystem. The ideal candidate will possess extensive experience in customer experience operations or technical program management, with a focus on delivering measurable outcomes through AI solutions

Job Summary

  • This role owns the full lifecycle of net-new AI initiatives across the customer support ecosystem, from identifying opportunities to launch.
  • The position focuses on measurable outcomes such as automation rate, AHT reduction, agent productivity, and customer satisfaction.
  • Betterment offers a competitive equity package, comprehensive health benefits, and a generous PTO policy alongside flexible work arrangements.

Matching Summary

Match Score: 85

Betterment is seeking a Sr. CX Programs & Automation Manager to lead AI initiatives within their customer experience and operations ecosystem. The ideal candidate will possess extensive experience in customer experience operations or technical program management, with a focus on delivering measurable outcomes through AI solutions.

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
  • Excellent cross-functional collaboration with Engineering and Legal
  • Ability to drive agent adoption through change management
  • Passion for mission-driven financial wellness solutions
  • Experience with responsible AI deployment and compliance

Key Requirements

  • 7-10+ years of relevant experience
  • Proven track record with Zendesk AI or similar platforms
  • Experience with AI quality and continuity handoffs

Work Rights

Not specified

Tailored Resume

Cover Letter