Sr. CX Programs & Automation Manager
About The Position
The CX Tooling & Innovation team at Betterment is building the future of customer experience — and this role is the engine of that work. As our Sr. CX Programs & Automation Manager, you'll own the full lifecycle of net-new AI initiatives across our customer support and operations ecosystem: from identifying the opportunity, building the business case, and driving implementation, through to launch and handoff. This is a dedicated AI delivery role within our AI & Automation pod. You will not own BAU Zendesk maintenance or queue management. Your job is to ship AI that makes our customers' experience better and our agents' work more effective — and to do it with rigor, speed, and measurable outcomes. Your north star metrics: automation rate, AHT reduction, agent productivity, and customer satisfaction — every initiative you ship should move at least one of these. This is a salaried, exempt role that is remote eligible, except for the New York City metro area, San Francisco, Los Angeles, Seattle, Boston, Washington, D.C., & Orange County, CA.
Requirements
- 7–10+ years in CX operations, support product management, or technical program management
- Hands-on experience launching AI or automation in support environments — Zendesk AI, Intercom Fin, Decagon, or similar
- Strong product thinking: you can take an ambiguous problem, define a clear use case, and build the case for prioritization
- Analytical mindset: comfortable with experiment design, interpreting A/B results, and building performance baselines
- Excellent cross-functional collaborator — you've worked with Engineering, Analytics, Legal, and frontline ops teams to ship AI features
- Comfortable getting hands-on with AI and SaaS tooling — you're not just managing from a distance; you can configure, build, and iterate within platforms like Zendesk AI, Decagon, or similar without needing engineering support for every change
- Experience managing a portfolio of concurrent initiatives
Responsibilities
- Build and maintain a multi-quarter AI roadmap aligned to CX/Ops OKRs — automation rate, AHT reduction, agent productivity, and coverage — and own prioritization, sequencing, and business case development for each initiative
- Translate CX and Ops pain points into structured AI use cases with clear hypotheses, success metrics, and implementation plans
- Lead delivery in partnership with the Chatbot Strategy Manager, Sr. Manager of Tooling, Analytics, and Engineering
- Drive agent adoption of AI tools (copilot, smart suggestions, AI summaries, auto-tagging) through change management and training
- Design and run experiments and A/B tests to validate AI performance before scaling
- Establish performance baselines and handoff documentation before transitioning live programs to the Sr. Analyst, AI Quality & Continuity
- Partner with Legal, Compliance, and Security to ensure responsible, policy-compliant AI deployment
- Represent CX AI priorities in cross-functional planning and vendor discussions
Benefits
- health, dental and vision benefits
- life and AD&D
- short-term and long-term disability insurance
- EAP
- commuter and parking benefits
- FSA/HSA
- 401(k)with employer match
- generous PTO policy
- infertility support and World Professional Association for Transgender Health approved benefits
- generous parental leave
- Flexible paid time off
- Dedicated professional development opportunities
- Lunch from our in-house chef at our NYC headquarters
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
Number of Employees
251-500 employees
