Director, 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

About Betterment

Betterment is a leading, technology-driven financial services company that offers investing, savings and retirement solutions for retail investors and investment advisors as well as financial wellness solutions, including a 401(k) for small and medium-sized businesses. Our team is passionate about our mission, to empower people to build wealth with confidence and ease. We’re headquartered in NYC and offer hybrid NY-based positions (four days/ week in-office, with no required office days during the summer and winter holidays).

About the Role

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.

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. You'll partner closely with Product, Engineering, Fraud, Legal & Compliance, and Investing, and report directly to the VP of Support & Operations.

This role is based out of our NYC office. Below we've reflected the base salary range for this position. 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.

• New York City: $155,000-$185,000

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

A Day in the Life:

• Lead and develop a team of managers across three functions: retail CX complex case resolution and high value customer support, advisor support for our BAS product line, and support operations (product/eng liaison, VoC, and launch readiness).
• Own two BPO partnerships end-to-end — contract management, SLA accountability, quality programs, and day-to-day performance.
• Manage the Support budget with rigor: own forecasting, capacity planning, and cost decisions across internal and BPO channels.
• Set and hold a high quality bar across all channels, using data to identify gaps and drive measurable improvement.
• Serve as a senior escalation point for complex cases requiring coordination across Legal, Compliance, Fraud, Engineering, or executive stakeholders.
• 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.

What We're Looking For

• Significant experience in CX or support leadership, with a track record of scaling teams and raising the bar on quality and performance.
• Proven experience managing global BPO relationships, including vendor selection, contract negotiation, and performance accountability.
• Financial acumen — you've owned a multimillion-dollar budget and made resource allocation decisions under pressure.
• Strong forecasting and capacity planning capabilities; you build models that translate into real operational decisions.
• Deeply analytical and data-driven — you define success with metrics, track outcomes rigorously, and use data to make decisions and build the case for change.
• High accountability and ownership — you drive things forward, follow through, and expect the same from your team.
• Excellent judgment and communication; you navigate complex, sensitive situations and present clearly to audiences from frontline agents to the C-suite.
• Experience in fintech, financial services, or a regulated environment strongly preferred.
• Familiarity with Zendesk or comparable support platforms; QA tooling and VoC platforms a plus.

Benefits

• We offer a competitive suite of benefits, including medical, dental, and vision coverage; life and AD&D insurance; short- and long-term disability; infertility support and WPATH-aligned transgender health benefits; an Employee Assistance Program (EAP); transit benefits and FSA and HSA options
• Ownership: Equity for all employees, including new hire and refresher grants.
• Time: Flexible paid time off, paid parental leave, and a fully paid four-week sabbatical in your sixth year.
• Growth: Company-paid professional coaching for all employees.
• Wealth: Day‑one 401(k) match plus matching on qualified student loan payments.

Come join us!

Equal Opportunity

We’re an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex, gender (including gender nonconformity and status 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 characteristic, domestic violence victim status, arrest records, or any other characteristic protected under applicable federal, state or local law.

Betterment is dedicated to providing accommodations to candidates upon request. If you need accommodations at any point throughout the interview process, please reach out to your recruiter.

Please note that in any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.