Senior Manager, Licensed Customer Experience

Betterment

Hybrid

Quick summary

Work type
Hybrid
Location
New York, NY
Salary
$145,000–$165,000 / yr
Posted
5 days ago
Nearby
99+ roles within 25 mi

Market check

Salary context

Below market

How this pay compares to similar roles

Similar $185k
This role $155k
$136k most similar roles pay here $229k

This role pays less than 75% of similar roles. Most pay $155,055–$215,575 — the shaded band above. At the midpoint, this role pays about $155k versus about $185k for comparable roles.

Based on 240 similar postings.

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–$234,000 across 16 roles with salary data.

Most-posted roles

View all roles at Betterment

At a glance

TL;DR · Senior Manager, Licensed Customer Experience

Role Posting Log in to save

As the Senior Manager of Licensed Customer Experience at Betterment, you will oversee and develop a team of approximately 10 licensed investment adviser representatives who provide white-glove support to high-net-worth clients through chat, email, and phone. Your responsibilities include managing team performance metrics, implementing strategies to meet service level agreements, conducting quality assurance reviews, and collaborating with cross-functional teams such as CX, Operations, Product, and Compliance to enhance customer outcomes. You will need experience in people management within financial services or a similar field, along with FINRA Series 65 certification or equivalent. Familiarity with modern CRM tools like Zendesk and Salesforce is essential, as you will use data-driven insights to optimize operations and improve the overall trust customers place in Betterment for their long-term investing needs.

Skills

Zendesk Salesforce CI/CD Python SQL PostgreSQL Kubernetes Docker AWS Grafana Prometheus Git Jira Confluence

What you'll do

  • Lead and develop a team of 10 licensed customer experience representatives.
  • Own performance metrics for the team, ensuring consistent meeting or exceeding monthly goals.
  • Monitor client interactions through QA programs to provide actionable feedback and development plans.
  • Use data from dashboards to communicate trends in volume, quality, and satisfaction with leadership.
  • Serve as an escalation point for complex and difficult client conversations.

What we're looking for

  • Proven experience managing customer-facing teams in financial services.
  • FINRA Series 65 or equivalent certification required.
  • Strong coaching and performance management skills for metric-driven support teams.
  • Proficiency with modern service tools like Zendesk, CRM systems, and telephony platforms.
  • Excellent written and verbal communication abilities for cross-functional collaboration.
  • Ability to lead through change in a fast-paced, high-growth environment.

Related searches

More Sr. Manager jobs Sr. Manager jobs in New York All jobs at Betterment

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