Sr. CX Programs & Automation Manager

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. 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. This is a salaried, exempt role that is remote eligible, except for the New York City metro area, San Francisco, Los Angeles, Seattle, Boston, Washington, D.C., & Orange County, CA. Below we've reflected the base salary range we would offer for this position in locations with city or state requirements. For those located elsewhere, the actual compensation offered will be based on candidate experience and geographic location. 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. Posting range: $130,000 - $160,000 This job may also be eligible for variable compensation in the form of a company incentive bonus. 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're not just managing from a distance; 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 What success looks like in year