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: making people’s lives better. We’re headquartered in NYC and offer hybrid NY-based positions (three days/ week in-office).
About the role
The Chatbot Strategy Manager oversees the development, implementation, and continuous improvement of chatbots at Betterment, using Zendesk. This role focuses on leveraging data to optimize chatbot performance, collaborating cross-functionally to enhance the customer experience, and driving strategic initiatives to expand the use of generative chatbots across the organization.
This role is remote eligible. 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.
- New York City, San Francisco, Los Angeles, Seattle, Boston, Washington D.C. & Orange County, CA: $100,000 - $120,000
- Other locations: $85,000 - $108,000
We offer a competitive equity package, health, dental and vision benefits, life and AD&D, short-term and long-term disability insurance, EAP, commuter and parking benefits FSA/HSA, and 401(k) with employer match as well as a flexible PTO policy. This job may also be eligible for variable compensation in the form of a company incentive bonus.
A day in the life
- Oversee the implementation and management of generative AI chatbots in Zendesk.
- Maintain a relationship with Zendesk to ensure optimized use of their chatbot tooling.
- Leverage data to drive optimizations for bot accuracy, knowledge base quality, customer satisfaction, and containment.
- Measure and report on key performance indicators (KPIs) such as automated resolution rate, containment rate, chatter BSAT, ticket deflection, and chatbot QA score.
- Lead strategic initiatives to launch chatbots for various business units across the organization.
- Develop and manage a chatbot QA program to assess the quality of generative outputs and identify knowledge gaps.
- Coordinate with cross-functional teams (Legal, Compliance, Risk, Content, Marketing) to ensure the successful implementation of chatbots and ensure compliance with legal and regulatory requirements.
- Collaborate with senior CX Leadership to report on chatbot trends and provide strategic recommendations.
- Work closely with Analytics, Customer Insights, Product, and other customer-facing teams to enhance the overall customer journey.
- Work closely with CX Content to resolve knowledge base gaps.
What we’re looking for
- 4+ years of experience in customer experience, product management, or a related field, with a proven track record in deploying and managing chatbots (preferably within Zendesk or similar platforms).
- Strong analytical background with the ability to interpret performance metrics (e.g., resolution rates, containment rates, CSAT, QA scores) and leverage data for continuous optimization.
- Demonstrated technical proficiency in the deployment and maintenance of chatbot solutions, including familiarity with relevant programming languages, APIs, and system integrations.
- Proven collaboration skills to partner effectively with multiple stakeholders (CX teams, Product, Analytics, Marketing, etc.) and influence decisions at both tactical and strategic levels.
- Demonstrated passion for AI technologies and a track record of improving customer experiences through automation and data-driven insights.
- Excellent communication skills, both written and verbal, with the ability to distill complex information into actionable recommendations for diverse audiences.
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 three days a week 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] .
