Job Description
About Betterment
Betterment is a leading, technology-driven financial services company that offers investing 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. We’re headquartered in NYC and offer hybrid NY-based positions (Four days/ week in-office).
About the role
The Support Operations Manager connects Customer Experience (CX) and Operations with partners in Product, Engineering, Fraud/Risk, Legal & Compliance, and Investing, to ensure customer needs and operational realities are reflected in what we build and launch. You’ll create durable motions for product launch readiness, voice-of-customer (VoC) insights, and PDE requirements. You will centralize what is launching and when, translate that into clear CX/Ops requirements, and ensure teams have the tools, processes, and training to deliver a strong customer experience at scale.
This role is based out of our NYC office. Below we’ve reflected the base salary range we would offer for this position. 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.
- New York City: $120,500 - $147,000
We offer a competitive equity package, health, dental and vision benefits, and a 401(k) offering with employer match as well as flexible PTO policy. This job is eligible for variable compensation in the form of a discretionary company incentive bonus.
A day in the life
Act as the primary liaison between CX/Ops and partners (Product, Engineering, Fraud, Legal & Compliance, Investing, BAS/B2B).
Own and improve product launch readiness for CX/Ops so teams, processes, and tooling are ready on day one.
Maintain a centralized PDE backlog (bugs, tooling, automations, data, UX) with clear scope, examples, and impact.
Build and run a monthly VoC report across CX and Ops signals to highlight trends, pain points, and opportunities.
Kick off and help drive workstreams on the highest-impact customer and operational issues and processes; track outcomes.
Partner with CX Enablement and Ops leaders so new experiences are reflected in SOPs, macros, training, and QA.
Collaborate with Fraud/Risk, Legal & Compliance, and Investing to balance customer experience with risk controls.
Create lightweight rituals and artifacts (meetings, checklists, dashboards) to keep launches, PDE requests, and top issues visible and actionable.
What we’re looking for
Core skills & competencies
Customer support / operations expertise – Experience in or with CX/Ops; understand queues, SLAs, SOPs, and tooling.Cross-functional collaboration & influence – Comfort partnering with Product, Engineering, and Risk/Compliance without formal authority.
Structured problem solving & prioritization – Turn ambiguous issues into clear problem statements and prioritized backlogs.
Analytical and insights-driven – Use data (e.g., Zendesk, CSAT/DSAT, QA, Ops metrics) to size issues and measure impact.
Excellent communication – Synthesize complex, cross-functional information for audiences from front-line agents to senior leaders.
Experience that helps
Hands-on experience with ticketing/workflow tools (e.g., Zendesk).
Prior work in financial services/fintech or other regulated environments.
Familiarity with BPO/vendor-supported CX models.
What being at Betterment means for you
We change lives
Join a community of innovators working to transform financial outcomes for real people. Your work will make an impact, always laddering up to our mission: making people’s lives better.
We set audacious goals
We set them for the company, our customers, and ourselves—and we won’t stop until we reach them. We don’t just show up; we give our all, then celebrate our wins.
We value all perspectives
When we collaborate, we’re at our best. We believe diverse perspectives lead to better outcomes and strive to uphold our supportive and inclusive community.
We invest in you with:
- A competitive suite of benefits, including: medical, dental, and vision insurance; life and AD&D insurance; STD and LTD benefits, including infertility support and World Professional Association for Transgender Health approved benefits; and generous parental leave.
- Flexible paid time off (and encouragement to use it!)
- Meaningful opportunity for community building through our 7 Employee Resource Groups
- Empowerment to own and lead change and affect the business
- Dedicated professional development opportunities
- Lunch from our in-house chef at our NYC headquarters
What happens next
We’ll take a few weeks to review all applications. If we’d like to spend more time with you, we’ll reach out to arrange next steps, which will include 3-4 sets of meetings with your future colleagues.
In the interview process, we’ll look to learn more about your skills, experiences, capabilities, and motivators. Many of our questions will be aimed at understanding how you might operate here at Betterment. Depending on the role, we may ask you to complete a case study exercise or technical assessments, as we want to collect a robust set of data points to better inform our decisions.
On average, it takes us around 3-5 weeks to make a hiring decision, depending on your availability and sense of urgency. As a best practice, we aim to interview at least 2-3 final round candidates before making a hiring decision. Please note that, as we usually receive an overwhelming number of applications for open positions, we’re unable to offer individual feedback during the interview process.
We recognize that interviewing for a new role is a big deal. We appreciate you considering Betterment as the next step in your career, and our Recruiting Team is here to support and advocate for you through the interview process!
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.
Please note that in any materials you submit, you may_ redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting _or removing this information.
Come join us!
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.
E-Verify Statement
Betterment participates in E-Verify. We will provide the Social Security Administration, and if necessary, the Department of Homeland Security, with information from each new employee’s Form I-9 to confirm work authorization. Please note that we do not use this information to pre-screen job applicants.
E-Verify Notice
E-Verify Notice (Spanish)
Right to Work Notice
Right to Work Notice (Spanish)
CPRA Language - CA Applicants ONLY
We collect and store personal information for the purposes of candidate tracking (for this role and future opportunities). The information you provide in the course of completing your application will be kept for up to 24 months. We use tools provided by third-party service providers but do not share candidate information for any purpose other than for recruiting. To access the data that is collected, request deletion or to make updates to your candidate profile, please email [email protected] .
