Sr. CX Programs & Automation Manager

Betterment; New York (NY); Hybrid; USD 130,000 - 160,000; Full time

Benefits offered by this job

Health benefits

Flexible paid time off

Competitive equity package

In-house chef for lunch

Job summary

Betterment, located in New York, NY, is seeking a Sr. CX Programs & Automation Manager. This role focuses on overseeing the lifecycle of AI initiatives to enhance the customer experience and agent productivity. The ideal candidate has 7–10+ years in CX operations, with hands-on experience in AI deployment and strong analytical skills. The position is salaried with a range of $130,000 – $160,000, along with a competitive benefits package, including remote work options.

Qualifications

• 7–10+ years in CX operations, support product management, or technical program management.
• Hands-on experience launching AI or automation in support environments.
• Strong product thinking and analytical mindset.

Responsibilities

• Own full lifecycle of net-new AI initiatives across the customer support ecosystem.
• Translate CX and Ops pain points into structured AI use cases.
• Lead delivery in partnership with various stakeholders.
• Design and run experiments and A/B tests to validate AI performance.

Skills

CX operations experience

AI implementation experience

Analytical mindset

Cross-functional collaboration

SaaS tooling proficiency

Tools

Zendesk AI

Intercom

Decagon

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

As part of the CX Tooling & Innovation team, the Sr. CX Programs & Automation Manager will own the full lifecycle of net‑new AI initiatives across the customer support and operations ecosystem: from identifying opportunities and building business cases to implementing and launching solutions. The role focuses on delivering AI that improves both customer experience and agent productivity without handling BAU Zendesk maintenance or queue management. North‑star metrics include automation rate, AHT reduction, agent productivity, and customer satisfaction. The position is salaried, exempt, and remote‑eligible except in the listed major U.S. cities. Salary range: $130,000 – $160,000. A total compensation package includes equity, health, dental, vision, life and AD&D, short‑term and long‑term disability, EAP, commuter and parking benefits, FSA/HSA, 401(k) with employer match, and generous PTO.

A Day in the Life

• Build and maintain a multi‑quarter AI roadmap aligned to CX/Ops OKRs and own prioritization, sequencing, and business case development for each initiative.
• Translate CX and Ops pain points into structured AI use cases with hypotheses, success metrics, and implementation plans.
• Lead delivery in partnership with the Chatbot Strategy Manager, Sr. Manager of Tooling, Analytics, and Engineering.
• Drive agent adoption of AI tools (copilot, smart suggestions, AI summaries, auto‑tagging) through change management and training.
• Design and run experiments and A/B tests to validate AI performance before scaling.
• Establish performance baselines and handoff documentation before transitioning live programs to the Sr. Analyst, AI Quality & Continuity.
• Partner with Legal, Compliance, and Security to ensure responsible, policy‑compliant AI deployment.
• Represent CX AI priorities in cross‑functional planning and vendor discussions.

What We’re Looking For

• 7–10+ years in CX operations, support product management, or technical program management.
• Hands‑on experience launching AI or automation in support environments (e.g., Zendesk AI, Intercom, Decagon).
• Strong product thinking: ability to take an ambiguous problem, define a clear use case, and build the case for prioritization.
• Analytical mindset: comfortable with experiment design, interpreting A/B results, and building performance baselines.
• Excellent cross‑functional collaboration with Engineering, Analytics, Legal, and frontline ops teams to ship AI features.
• Hands‑on proficiency with AI and SaaS tooling, capable of configuring, building, and iterating without constant engineering support.
• Experience managing a portfolio of concurrent initiatives.

Benefits

• Competitive suite of benefits: medical, dental, vision, life and AD&D, STD and LTD, infertility support, and World Professional Association for Transgender Health approved benefits; generous parental leave.
• Flexible paid time off (and encouragement to use it).
• Meaningful opportunity for community building through our 7 Employee Resource Groups.
• Empowerment to own and lead change and affect the business.
• Dedicated professional development opportunities.
• Lunch from our in‑house chef at our NYC headquarters.
• Competitive equity package and other financial benefits.

Equal Opportunity & EEO Statement

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 law.

Betterment participates in E‑Verify. We will provide the Social Security Administration, and if necessary, the Department of Homeland Security, with information from each new employee’s Form I‑9 to confirm work authorization. We do not use this information to pre‑screen job applicants.

Right to Work Notice: [details omitted for brevity].

CPRA Language - CA Applicants Only

We collect and store personal information for the purposes of candidate tracking (for this role and future opportunities). The information you provide in the course of completing your application will be kept for up to 24 months. We use tools provided by third‑party service providers but do not share candidate information for any purpose other than for recruiting. To access the data that is collected, request deletion or to make updates to your candidate profile, please email [e-mail].