Betterment · 20 hours ago
Support Operations Manager
Betterment HQ - New York City
Full-time
Hybrid
Mid Level
$120K/yr - $147K/yrBetterment is a leading, technology-driven financial services company that offers investing and retirement solutions. The Support Operations Manager will connect Customer Experience and Operations with various partners to ensure customer needs are met and operational realities are reflected in product launches, while also centralizing launch readiness and customer insights.
FinanceFinancial ServicesFinTechImpact InvestingRetirement
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
Qualification
Required
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
Preferred
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
Benefits
Competitive equity package
Health, dental and vision benefits
401(k) offering with employer match
Flexible PTO policy
Variable compensation in the form of a discretionary company incentive bonus
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
Generous parental leave
Flexible paid time off
Lunch from our in-house chef at our NYC headquarters
Company
Betterment
Betterment is an online investment company that offers investing and retirement solutions for their current clients and clients-to-be.
Founded in 2008
201-500 employees
H1B Sponsorship
Betterment has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2022 (1)
2020 (4)
Funding
Current Stage
Late StageTotal Funding
$435MKey Investors
TreasuryORIX Growth CapitalSharesPost Investment Management
2021-09-29Series F· $60M
2021-09-29Debt Financing· $100M
2021-04-30Series Unknown
Leadership Team
John Mileham
CTO
Jon Stein
Founder and Board Member
Recent News
2026-01-22
2026-01-22
2026-01-22
Company data provided by crunchbase