Betterment

Betterment is seeking a Sr. CX Programs & Automation Manager to own the full lifecycle of AI initiatives within their customer support and operations. This role focuses on shipping AI solutions to improve customer experience and agent efficiency, with key metrics including automation rate, AHT reduction, agent productivity, and customer satisfaction. The manager will build and maintain an AI roadmap, translate pain points into use cases, lead delivery in partnership with various teams, drive adoption of AI tools, and ensure responsible AI deployment. Requires 7-10+ years of experience in CX operations or product management with hands-on experience launching AI/automation in support environments.

This role focuses on the post-launch performance and optimization of AI programs within a customer experience context at a fintech company. The analyst will manage AI tooling, ensure performance, identify degradation, handle incident response, maintain documentation, and build feedback loops to inform future development. Experience in regulated industries is required.