Sr. CX Programs & Automation Manager

About the role The CX Tooling & Innovation team at Betterment is building the future of customer experience — and this role is the engine of that work. As our Sr. CX Programs & Automation Manager, you’ll own the full lifecycle of net-new AI initiatives across our customer support and operations ecosystem: from identifying the opportunity, building the business case, and driving implementation, through to launch and handoff. This is a dedicated AI delivery role within our AI & Automation pod. You will not own BAU Zendesk maintenance or queue management. Your job is to ship AI that makes our customers’ experience better and our agents’ work more effective — and to do it with rigor, speed, and measurable outcomes. Your north star metrics: automation rate, AHT reduction, agent productivity, and customer satisfaction — every initiative you ship should move at least one of these. A day in the life Build and maintain a multi‑quarter AI roadmap aligned to CX/Ops OKRs — automation rate, AHT reduction, agent productivity, and coverage — and own prioritization, sequencing, and business case development for each initiative Translate CX and Ops pain points into structured AI use cases with clear 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 — Zendesk AI, Intercom Fin, Decagon, or similar Strong product thinking: you can 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 collaborator — you’ve worked with Engineering, Analytics, Legal, and frontline ops teams to ship AI features Comfortable getting‑hands‑on with AI and SaaS tooling — you can configure, build, and iterate within platforms like Zendesk AI, Decagon, or similar without needing engineering support for every change Experience managing a portfolio of concurrent initiatives Benefits A competitive suite of benefits, including medical, dental, vision insurance; life and AD&D insurance; STD and LTD benefits, including infertility support and World Professional Association for Transgender Health approved benefits; and 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 Accommodation statement 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. Equal Opportunity Employer 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, 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. E‑Verify Notice 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. Please note that we do not use this information to pre‑screen job applicants. 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 View email address on click.appcast.io. #J-18808-Ljbffr GoTo Meeting