Director, Global Support & Operations

Betterment; New York (NY); Hybrid; USD 155,000 - 185,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Equity for all employees

Flexible paid time off

Company-paid professional coaching

401(k) match plus student loan payment matching

Job summary

Betterment is seeking a Director of Support to lead customer service operations and enhance service quality. In this role, you'll guide and manage teams across various support functions and BPO partnerships, ensuring a high-quality customer experience in a tech-driven environment.

Bringing your operational expertise and financial acumen, you will directly influence service outcomes and partner with various teams to drive improvements across the organization. Join Betterment's mission to empower individuals in their financial journeys.

Qualifications

• Significant experience in CX or support leadership.
• Proven experience managing global BPO relationships.
• Strong forecasting and capacity planning capabilities.
• Deeply analytical, defining success with metrics.
• Experience in fintech or financial services preferred.

Responsibilities

• Lead and develop a team of managers across support functions.
• Own BPO partnerships and manage contract obligations.
• Forecast and manage the support budget effectively.
• Set quality benchmarks and drive measurable improvements.
• Serve as a senior escalation point for complex issues.

Skills

CX or support leadership

Operational expertise

Financial acumen

Analytical and data-driven

Excellent judgment and communication

Tools

Zendesk or comparable support platforms

Job description

Betterment is seeking a Director of Support to lead customer service operations and enhance service quality. In this role, you'll guide and manage teams across various support functions and BPO partnerships, ensuring a high-quality customer experience in a tech-driven environment.

Bringing your operational expertise and financial acumen, you will directly influence service outcomes and partner with various teams to drive improvements across the organization. Join Betterment's mission to empower individuals in their financial journeys.