Sr. CX Programs & Automation Manager at Betterment · Lumi · Lumi

Responsibilities

The CX Tooling Innovation team at Betterment is building the future of customer experience — and this role is the engine of that work.
As our Sr. CX Programs Automation Manager, you ll own the full lifecycle of net-new AI initiatives across our customer support and operations ecosystem: from identifying the opportunity, building the business case, and driving implementation, through to launch and handoff.
This is a dedicated AI delivery role within our AI Automation pod. You will not own BAU Zendesk maintenance or queue management. Your job is to ship AI that makes our customers experience better and our agents work more effective — and to do it with rigor, speed, and measurable outcomes. Your north star metrics: automation rate, AHT reduction, agent productivity, and customer satisfaction — every initiative you ship should move at least one of these.
This is a salaried, exempt role that is remote eligible, except for the New York City metro area, San Francisco, Los Angeles, Seattle, Boston, Washington, D.C., Orange County, CA. Below we ve reflected the base salary range we would offer for this position in locations with city or state requirements. For those located elsewhere, the actual compensation offered will be based on candidate experience and geographic location. 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.
Posting range: $130,000 - $160,000
This job may also be eligible for variable compensation in the form of a company incentive bonus.
A day in the life
Build and maintain a multi-quarter AI roadmap aligned to CX/Ops OKRs — automation rate, AHT reduction, agent productivity, and coverage — and own prioritization, sequencing, and business case development for each initiative
Translate CX and Ops pain points into structured AI use cases with clear hypotheses, success metrics, and implementation plans
Lead delivery in partnership with the Chatbot Strategy Manager, Sr. Manager of Tooling, Analytics, and Engineering
Drive agent adoption of AI tools (copilot, smart suggestions, AI summaries, auto-tagging) through change management and training
Design and run experiments and A/B tests to validate AI performance before scaling

Sr. CX Programs & Automation Manager

Responsibilities

Qualification

Required

Benefits

Company

Betterment

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