# Sr. CX Programs & Automation Manager

**Company:** [Betterment](https://hotfix.jobs/companies/betterment)
**Location:** New York, NY, San Francisco, CA, Los Angeles, CA, Seattle, WA, Boston, MA, Washington, DC, Orange, CA
**Role:** Customer Success
**Salary:** $130k – $160k/yr
**Experience:** 7+ years
**Skills:** Zendesk Ai, Intercom, Decagon, AI, Automation, A/B Testing, SaaS, Chatbots, Copilot, Smart Suggestions
**Posted:** 2026-04-24

> Owns full lifecycle of AI initiatives for customer support and operations, from ideation to launch, focusing on improving automation rate, AHT, agent productivity, and satisfaction. Requires 7-10+ years in CX ops or technical program management with hands-on AI tool experience.

## Job Description

## Responsibilities
- 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
- Establish performance baselines and handoff documentation before transitioning live programs to the Sr. Analyst, AI Quality & Continuity
- Partner with Legal, Compliance, and Security to ensure responsible, policy-compliant AI deployment
- Represent CX AI priorities in cross-functional planning and vendor discussions

## Requirements
- 7–10+ years in CX operations, support product management, or technical program management
- Hands-on experience launching AI or automation in support environments — Zendesk AI, Intercom Fin, Decagon, or similar
- Strong product thinking: you can take an ambiguous problem, define a clear use case, and build the case for prioritization
- Analytical mindset: comfortable with experiment design, interpreting A/B results, and building performance baselines
- Excellent cross-functional collaborator — you've worked with Engineering, Analytics, Legal, and frontline ops teams to ship AI features
- Comfortable getting hands-on with AI and SaaS tooling — you're not just managing from a distance; you can configure, build, and iterate within platforms like Zendesk AI, Decagon, or similar without needing engineering support for every change
- Experience managing a portfolio of concurrent initiatives

## Compensation
Posting range: $130,000 - $160,000
Competitive equity package, health, dental and vision benefits, life and AD&D, short-term and long-term disability insurance, EAP, commuter and parking benefits, FSA/HSA, and 401(k) with employer match as well as a generous PTO policy.

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