Director, Support Operations
About The Position
Betterment's Support organization touches every customer, every advisor, and nearly every team in the company — and this role owns it. As Director of Support, you'll lead a team of managers and specialists across retail CX, advisor support (BAS), and support operations, while managing two global BPO partnerships and a multimillion-dollar budget. You'll set the quality bar, own the delivery model, and drive the organization forward — not reactively, but ahead of what's coming. This is a role for someone with high standards, deep operational expertise, and the kind of ownership mentality that doesn't wait to be asked. You'll partner closely with Product, Engineering, Fraud, Legal & Compliance, and Investing, and report directly to the VP of Support & Operations. This role is based out of our NYC office.
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've 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.
Nice To Haves
- 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.
Responsibilities
- 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's broken, build the case for change, and own outcomes.
Benefits
- medical, dental, and vision coverage
- life and AD&D insurance
- short- and long-term disability
- infertility support and WPATH-aligned transgender health benefits
- an Employee Assistance Program (EAP)
- transit benefits
- FSA and HSA options
- Equity for all employees, including new hire and refresher grants.
- Flexible paid time off
- paid parental leave
- a fully paid four-week sabbatical in your sixth year.
- Company-paid professional coaching for all employees.
- Day-one 401(k) match plus matching on qualified student loan payments.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
