Support Operations Manager

Betterment•New York, NY

6h•$120,500 - $147,000•Hybrid

About The Position

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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.