Sr. Manager, Licensed Customer Experience

About the role

You will lead and directly manage a team of licensed Investment Adviser Representatives who handle complex client inquiries for high-net-worth customers. This role requires ownership of the full customer journey for Betterment's most valuable clients, ensuring every interaction reinforces trust and demonstrates regulatory excellence. You will be responsible for translating business objectives into team behaviors through coaching, quality management, and operational oversight. The position demands a strong partnership mindset as you work alongside compliance, product, and engineering stakeholders to solve nuanced client challenges. You will leverage performance analytics to drive continuous improvement and uphold the highest standards of fiduciary care. This is a hands-on leadership role where your decisions directly impact customer retention, revenue growth, and brand integrity. You will serve as the primary escalation resource for intricate client situations that require both technical knowledge and empathetic communication. Success in this role means building a resilient, high-performing team that delivers consistent, premium service in a hybrid work environment.

Key facts

What you'll do

Lead, coach, and develop a team of approximately 10 licensed customer experience representatives handling inbound client requests across chat, email, and phone.

Own and drive performance against critical service level agreements, focusing on first response time, handle time, customer satisfaction, and quality standards.

Oversee day-to-day support operations for the licensed queue, including intelligent staffing, scheduling, and coverage planning to meet client demand.

Monitor and review client interactions through structured quality assurance programs, delivering clear, actionable feedback and development plans to elevate quality, empathy, accuracy, and regulatory adherence.

Analyze operational dashboards and business data in collaboration with leadership to identify trends, root causes, and opportunities for process improvements.

Own the end-to-end service experience for Betterment's highest-value customers, designing practices that transform issue resolution into moments that make clients feel genuinely valued and understood.

Serve as the primary escalation point for complex, sensitive, or high-stakes client conversations, ensuring appropriate resolution and risk mitigation.

Partner closely with CX, Operations, Compliance, Product, Engineering, and the CFP® team to enhance cross-functional collaboration, refine ticket routing, and improve overall customer outcomes.

Utilize feedback and contact data to build proactive support strategies that address emerging needs and reduce inbound complexity over time.

Champion a culture of continuous learning and regulatory excellence within the team, aligning behaviors with industry best practices and internal policies.

Maintain current knowledge of financial services regulations and best practices to guide the team in delivering compliant, high-quality support.

Drive initiatives that improve team engagement, reduce burnout, and foster a supportive environment that sustains high performance.

Contribute to the development of playbooks, standard operating procedures, and training materials to scale the team effectively.

Represent the Licensed Customer Experience team in cross-company forums to advocate for customer needs and operational insights.

Requirements

Demonstrated experience leading customer-facing teams in financial services, CX, or operations, preferably within a licensed investment advisory environment.

Possess and actively maintain the necessary securities licenses, specifically FINRA Series 65 or equivalent credentials such as Series 66 or CFP®.

Bring a proven track record of coaching and performance management in metric-driven support organizations, with expertise in SLAs, CSAT/NPS, QA programs, and operational KPIs.

Showcase extensive experience with modern service and CRM tools, including platforms like Zendesk, telephony or CCaaS systems, Salesforce, and related technologies.

Exhibit exceptional written and verbal communication skills, with a strong ability to lead through change and ambiguity in a fast-paced, regulated setting.

Have a history of collaborating effectively with cross-functional partners, including Compliance, Product, Engineering, and financial planning professionals.

Demonstrate strong analytical skills, using data to inform decisions and drive improvements in quality, efficiency, and customer satisfaction.

Commit to maintaining the highest standards of professionalism, empathy, accuracy, and regulatory compliance in all customer interactions.

Nice to have

Experience with investing, retirement, and financial wellness products relevant to a digital advisory platform.

Familiarity with best practices in financial services customer experience and emerging CX technologies.

Background in implementing QA frameworks and performance improvement initiatives in support teams.

Practical notes

This role is based in New York City and follows a hybrid schedule requiring four days in the office per week, with no required office days during summer and winter holidays.

The position may be eligible for variable compensation in the form of a company incentive bonus.

Employment is full-time and exempt from standard work hour limitations under applicable labor laws.

Candidates must be authorized to work in the United States without sponsorship for this role.