Director, Support Operations

Betterment is a leading, technology-driven financial services company offering investing, savings, retirement solutions, and financial wellness tools, including 401(k) plans for small and medium-sized businesses. Our team is passionate about empowering people to build wealth with confidence and ease. This role is based in our NYC office and follows a hybrid schedule (four days per week in-office, with no required office days during summer and winter holidays).

About the Role

Betterment's Support organization serves every customer, advisor, and nearly every internal team. As Director of Support, you will lead a team of managers and specialists across retail customer experience (CX), advisor support (BAS), and support operations. You will also manage two global BPO partnerships and a multimillion-dollar budget. This role requires setting quality standards, owning the delivery model, and driving the organization forward proactively. You will partner closely with Product, Engineering, Fraud, Legal & Compliance, and Investing teams, reporting directly to the VP of Support & Operations.

Responsibilities

• Lead and develop a team of managers across three functions: retail CX (complex case resolution and high-value customer support), advisor support for our BAS product line, and support operations (product/engineering liaison, Voice of Customer, and launch readiness).
• Own two BPO partnerships end-to-end, including contract management, SLA accountability, quality programs, and day-to-day performance.
• Manage the Support budget with rigor, including forecasting, capacity planning, and cost decisions across internal and BPO channels.
• Set and uphold a high quality bar across all channels, using data to identify gaps and drive measurable improvement.
• Serve as a senior escalation point for complex cases requiring coordination across Legal, Compliance, Fraud, Engineering, or executive stakeholders.
• Partner cross-functionally to ensure support teams are prepared for product launches, regulatory changes, and operational shifts, while ensuring customer signals inform product development.
• Identify operational inefficiencies, build the case for change, and own outcomes.

Requirements

• Significant experience in CX or support leadership, with a track record of scaling teams and raising the bar on quality and performance.
• Proven experience managing global BPO relationships, including vendor selection, contract negotiation, and performance accountability.
• Financial acumen, including ownership of a multimillion-dollar budget and resource allocation under pressure.
• Strong forecasting and capacity planning capabilities, with the ability to build models that drive operational decisions.
• Deeply analytical and data-driven approach, using metrics to define success, track outcomes, and build the case for change.
• High accountability and ownership, driving initiatives forward and expecting the same from your team.
• Excellent judgment and communication skills, navigating complex, sensitive situations and presenting clearly to audiences from frontline agents to the C-suite.
• Experience in fintech, financial services, or a regulated environment (strongly preferred).
• Familiarity with Zendesk or comparable support platforms; experience with QA tooling and VoC platforms is a plus.

Benefits

• Comprehensive medical, dental, and vision coverage.
• Life and AD&D insurance, short- and long-term disability.
• Infertility support and WPATH-aligned transgender health benefits.
• Employee Assistance Program (EAP).
• Transit benefits, FSA, and HSA options.
• Equity for all employees, including new hire and refresher grants.
• Flexible paid time off, paid parental leave, and a fully paid four-week sabbatical in your sixth year.
• Company-paid professional coaching for all employees.
• Day-one 401(k) match plus matching on qualified student loan payments.

Pay

New York City base salary range: $155,000–$185,000. Actual salaries may vary based on factors including location, experience, and performance. This role may also be eligible for variable compensation in the form of a company incentive bonus.

Values

• We change lives: Be part of a community of innovators transforming financial outcomes for real people, always laddering up to our mission of empowering people to build wealth with confidence and ease.
• We set audacious goals: We set ambitious goals for the company, our customers, and ourselves, giving our all and celebrating our wins.
• We value all perspectives: Collaboration brings out our best. We believe diverse perspectives lead to better outcomes and strive to uphold a supportive, inclusive community.
• We simplify financial services: As pioneers in financial services, we constantly seek new ways to improve, optimize, and enhance, with continuous improvement in our DNA.