Sr. CX Programs & Automation Manager

About the role

You own the end to end lifecycle of net new AI initiatives that redefine how customers and agents experience support and operations at Betterment. You discover opportunity areas, construct rigorous business cases, and shepherd implementations from concept through launch and formal handoff to operations. This role is the dedicated AI delivery engine inside the AI and Automation pod, focused exclusively on shipping solutions that elevate the customer journey. You measure success through automation rate, average handle time reduction, agent productivity gains, and customer satisfaction improvements. Every initiative you manage must demonstrate clear movement on at least one of these north star metrics. You partner deeply with product, engineering, and analytics to ensure AI capabilities are scalable, responsible, and aligned with broader CX objectives. This position is exempt, remote eligible with specific location restrictions, and designed for candidates who thrive in fast paced, data driven environments.

Key facts

What you'll do

Define and maintain a multi quarter AI roadmap for CX and operations that ties directly to automation rate, AHT reduction, agent productivity, and coverage targets.

Translate complex CX and ops pain points into structured AI use cases with clear hypotheses, success metrics, and phased implementation plans.

Lead delivery of net new AI initiatives in partnership with the Chatbot Strategy Manager, Sr. Manager of Tooling, Analytics, and Engineering teams.

Drive agent adoption of AI tools such as copilots, smart suggestions, AI summaries, and auto tagging through thoughtful change management and training programs.

Design and run controlled experiments and A/B tests to validate AI performance, ensuring rigorous measurement before scaling solutions.

Establish performance baselines and comprehensive handoff documentation before transitioning live programs to the Sr. Analyst, AI Quality and Continuity team.

Partner with Legal, Compliance, and Security to ensure all AI deployments are responsible, ethical, and fully compliant with internal and external policies.

Represent CX AI priorities and insights during cross functional planning sessions and vendor discussions to influence strategy and execution.

Evaluate emerging AI capabilities and SaaS tools, determining how they can be leveraged to improve customer experience and operational efficiency.

Own prioritization and sequencing of initiatives based on impact, effort, and dependency analysis, balancing short term wins with long term vision.

Champion a culture of experimentation by setting up measurement frameworks, monitoring results, and iterating based on evidence.

Collaborate with analytics stakeholders to define dashboards, reports, and data models that illuminate the impact of AI investments.

Ensure that all AI solutions are scalable, maintainable, and aligned with broader product and platform roadmaps.

Communicate progress, risks, and outcomes clearly to senior leadership and cross functional partners on a regular basis.

Requirements

You bring 7 to 10 or more years of experience in CX operations, support product management, or technical program management roles.

You have hands on experience launching AI or automation in support environments using platforms such as Zendesk AI, Intercom Fin, Decagon, or similar tools.

You demonstrate strong product thinking, able to take ambiguous problems, define clear use cases, and build compelling cases for prioritization.

You possess an analytical mindset, comfortable with experiment design, interpreting A/B test results, and establishing performance baselines.

You are an excellent cross functional collaborator, having worked successfully with engineering, analytics, legal, and frontline operations teams.

You are comfortable getting hands on with AI and SaaS tooling, configuring and building within platforms without requiring engineering support for every change.

You have experience managing a portfolio of concurrent initiatives, balancing multiple priorities under tight deadlines.

You communicate clearly and persuasively, both in writing and verbally, with diverse stakeholders across the organization.

Nice to have

Experience with specific CX platforms such as Zendesk, Intercom, or similar customer service suites.

Background in financial services, fintech, or regulated environments where compliance considerations are critical.

Familiarity with data visualization tools and methodologies for tracking experimentation results.

Exposure to change management frameworks in large scale technology deployments.

Practical notes

This role is exempt and may also be eligible for variable compensation in the form of a company incentive bonus.

Employees in New York City, and other specified high cost locations, must work from Betterment HQ offices.

Remote work is available for eligible locations outside the specified metro areas.

Compensation bands vary based on geographic location, experience, and performance.

No official application page is referenced in this document.