Sr. Manager, Licensed Customer Experience

Senior Manager, Licensed Customer Experience The Licensed Customer Experience Team at Betterment provides dedicated, white‑glove support to $100k+ customers. As Senior Manager, you will lead, coach and develop a team of licensed Investment Adviser Representatives (IARs) to deliver an exceptional customer experience across chat, email, and phone. Responsibilities Lead, coach, and develop a team of approximately ten licensed customer experience representatives. Own team performance metrics such as first response time, handle time, and customer satisfaction, and implement strategies to consistently meet or exceed monthly goals. Own day‑to‑day support operations, including staffing and scheduling for the licensed queue. Monitor and review client interactions through QA programs, providing actionable feedback and development plans to improve quality, empathy, accuracy, and regulatory adherence. Use data to run the business—regularly reviewing dashboards, communicating with leadership, and implementing solutions in response to trends. Own the service experience for Betterment’s highest‑value customers, building practices that go beyond issue resolution to genuinely value them. Serve as an escalation point for complex or difficult client conversations. Collaborate closely with CX, Operations, Compliance, Product, Engineering, and CFP teams to improve cross‑team partnerships and customer outcomes. Qualifications People management experience leading customer‑facing teams in financial services, CX, or operations, ideally in a licensed environment. FINRA Series 65 or equivalent (Series 66, CFP). Proven coaching and performance management skills in a metric‑driven support org (SLAs, CSAT/NPS, QA, operational KPIs). Experience with modern service and CRM tools such as Zendesk, telephony/CCaaS platforms, Salesforce/CRM, and comfort learning new systems quickly. Excellent written and verbal communication, strong cross‑functional collaboration, and ability to lead through change in a fast‑paced, high‑growth environment. Salary and Compensation Base salary range for New York City: $145,000 – $165,000. Actual salaries may vary by location, experience, and performance. This position may also be eligible for variable compensation in the form of a company incentive bonus. Benefits 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; Employee Assistance Program; transit benefits; 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 after six years. Growth: company‑paid professional coaching for all employees. Wealth: day‑one 401(k) match plus matching on qualified student loan payments. EEO 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. 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. #J-18808-Ljbffr