# Director, Support Operations

**Company:** [Betterment](https://hotfix.jobs/companies/betterment)
**Location:** New York, NY
**Role:** Customer Support
**Salary:** $155k – $185k/yr
**Experience:** 8+ years
**Skills:** Zendesk, Bpo Management, Budget Management, Capacity Planning, Forecasting, Data Analysis, Sla Management, Quality Assurance, Voc Platforms, Cross-Functional Collaboration
**Posted:** 2026-06-11

> Lead Support organization across retail CX, advisor support, and operations. Manage global BPO partnerships, multimillion-dollar budget, quality standards, and cross-functional readiness for product and regulatory changes.

## Job Description

## Responsibilities
- Lead and develop a team of managers across three functions: retail CX complex case resolution and high value customer support, advisor support for BAS product line, and support operations (product/eng liaison, VoC, and launch readiness).
- Own two BPO partnerships end-to-end — contract management, SLA accountability, quality programs, and day-to-day performance.
- Manage the Support budget with rigor: own forecasting, capacity planning, and cost decisions across internal and BPO channels.
- Set and hold 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 — and that customer signals inform what we build.
- Identify what's broken, 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 — owned a multimillion-dollar budget and made resource allocation decisions under pressure.
- Strong forecasting and capacity planning capabilities; build models that translate into real operational decisions.
- Deeply analytical and data-driven — define success with metrics, track outcomes rigorously, and use data to make decisions.
- High accountability and ownership — drive things forward, follow through, and expect the same from your team.
- Excellent judgment and communication; navigate complex, sensitive situations and present 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; QA tooling and VoC platforms a plus.

## Compensation & Benefits
- Base salary range (New York City): $155,000-$185,000
- Eligible for variable compensation in the form of a company incentive bonus.
- Equity for all employees, including new hire and refresher grants.
- Medical, dental, and vision coverage; life and AD&D insurance; short- and long-term disability; infertility support and WPATH-aligned transgender health benefits; EAP; transit benefits and FSA/HSA options.
- 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.

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