As the Sr. CX Programs & Automation Manager at Betterment, you will lead the AI & Automation pod in developing and implementing net-new AI initiatives across customer support and operations, focusing on improving automation rates, reducing AHT, enhancing agent productivity, and boosting customer satisfaction. Your daily tasks include building a multi-quarter AI roadmap aligned with business objectives, translating operational pain points into structured use cases, leading delivery efforts, driving agent adoption through training, and ensuring responsible deployment of AI tools in compliance with legal standards. This role requires 7-10+ years of experience in CX operations or technical program management, hands-on expertise with AI platforms like Zendesk AI, strong product thinking skills, analytical capabilities for experiment design, and the ability to collaborate effectively across engineering, analytics, and frontline teams.
Skills
Zendesk AI
Intercom
Decagon
A/B testing
Experiment design
CI/CD
Python
R
SQL
Kubernetes
Docker
Terraform
AWS
Azure
Google Cloud
PostgreSQL
MongoDB
Git
Jira
Confluence
SaaS tooling
Change management
Training documentation
What you'll do
Develop and maintain a multi-quarter AI roadmap aligned with CX/Ops objectives.
Translate customer support pain points into structured AI use cases with clear metrics.
Lead the delivery of AI initiatives in collaboration with senior managers and engineers.
Design and execute experiments to validate AI performance before full-scale deployment.
Ensure responsible, policy-compliant deployment of AI tools through cross-functional partnerships.
Drive agent adoption of new AI technologies through training and change management strategies.
What we're looking for
7-10+ years experience in CX operations, support product management, or technical program management.
Hands-on experience launching AI or automation in customer support environments like Zendesk AI.
Strong ability to define clear use cases and build business cases for prioritization of initiatives.
Analytical skills including experiment design, A/B testing interpretation, and performance baseline creation.
Proven track record managing concurrent AI and automation projects from ideation through launch.
Comfortable configuring and building within SaaS platforms like Zendesk AI without constant engineering support.
Excellent cross-functional collaboration experience with teams such as Engineering, Analytics, Legal, and frontline ops.
Market check
Salary context
This
$130,000–$160,000
range sits above
24%
of similar postings on FindRole.
Peer median band
$140,000–$220,000
Median floor and ceiling across peers.
Typical midpoint (25–75%)
$147,350–$217,725
Middle half of comparable postings.
Based on 240 comparable postings.*
* 240 is the maximum number of comparable postings sampled.
Employer
About Betterment
Betterment is an automated investment service (robo-advisor) that uses technology to provide personalized investment management, retirement planning, and savings optimization at low cost for retail investors. Industry: Financial Technology & Wealth Management
Betterment currently has
16 open roles
on FindRole.
Listed pay typically runs
$200,000–$221,500
across 16 roles with salary data.