Director, Support Operations

About the role

You own the end-to-end support strategy that shapes how thousands of customers and advisors experience Betterment every day. You will lead a team of managers across retail case resolution, advisor support for the BAS product line, and support operations, ensuring seamless collaboration with Product, Engineering, Fraud, Legal & Compliance, and Investing. You will set the quality bar and define the delivery model so that support becomes a strategic advantage rather than a cost center. You will manage two global BPO partnerships and a multimillion-dollar budget with discipline and foresight. This role requires a high standard of ownership where you anticipate challenges before they escalate and drive solutions proactively. You will partner cross-functionally to ensure that customer feedback directly influences product and operational decisions.

Key facts

What you'll do

Lead and develop a team of managers across three functions: retail CX complex case resolution and high value customer support, advisor support for our BAS product line, and support operations (product/eng liaison, VoC, and launch readiness).

Own two BPO partnerships end-to-end - contract management, SLA accountability, quality programs, and day-to-day performance.

Manage the Support budget with rigor: own forecasting, capacity planning, and cost decisions across internal and BPO channels.

Set and hold a high quality bar across all channels, using data to identify gaps and drive measurable improvement.

Serve as a senior escalation point for complex cases requiring coordination across Legal, Compliance, Fraud, Engineering, or executive stakeholders.

Partner cross-functionally to ensure support teams are prepared for product launches, regulatory changes, and operational shifts - and that customer signals inform what we build.

Identify what is broken, build the case for change, and own outcomes with accountability for results.

Drive process standardization and continuous improvement across support workflows to increase efficiency and consistency.

Establish clear metrics and reporting cadences to track team health, customer satisfaction, and operational performance.

Champion the voice of the customer internally by synthesizing insights from support interactions and elevating themes to product and leadership teams.

Collaborate with Hiring and Talent to define role requirements, interview candidates, and build a high-performing support organization.

Leverage QA programs and VoC platforms to refine coaching, improve quality, and align the team with company standards.

Work closely with Finance to align budget forecasts, track spend, and optimize resource allocation based on demand patterns.

Act as a trusted advisor to the VP of Support & Operations by providing strategic recommendations grounded in data and operational realities.

Requirements

Significant experience in CX or support leadership, with a track record of scaling teams and raising the bar on quality and performance.

Proven experience managing global BPO relationships, including vendor selection, contract negotiation, and performance accountability.

Financial acumen - you have owned a multimillion-dollar budget and made resource allocation decisions under pressure.

Strong forecasting and capacity planning capabilities; you build models that translate into real operational decisions.

Deeply analytical and data-driven - you define success with metrics, track outcomes rigorously, and use data to make decisions and build the case for change.

High accountability and ownership - you drive things forward, follow through, and expect the same from your team.

Excellent judgment and communication; you navigate complex, sensitive situations and present clearly to audiences from frontline agents to the C-suite.

Experience in fintech, financial services, or a regulated environment strongly preferred.

Familiarity with Zendesk or comparable support platforms; QA tooling and VoC platforms a plus.

Strong experience managing union or outsourced teams in a regulated environment is required.

You are comfortable making decisions with incomplete information and taking responsibility for the outcomes.

You have a history of building processes that ensure consistency and compliance without sacrificing the customer experience.

You can balance strategic thinking with detailed follow-through, ensuring that initiatives move from concept to execution.

You demonstrate integrity, transparency, and a commitment to building trust across cross-functional partners.

You are resilient in ambiguous environments and able to lead through periods of change and uncertainty.