Director, Support Operations

About Betterment

Betterment is a leading, technology-driven financial services company that offers investing, savings and retirement solutions for retail investors and investment advisors as well as financial wellness solutions, including a 401(k) for small and medium-sized businesses. Our team is passionate about our mission, to empower people to build wealth with confidence and ease. We’re headquartered in NYC and offer hybrid NY-based positions (four days/ week in-office, with no required office days during the summer and winter holidays).

About the Role

Betterment's Support organization touches every customer, every advisor, and nearly every team in the company — and this role owns it. As Director of Support, you'll lead a team of managers and specialists across retail CX, advisor support (BAS), and support operations, while managing two global BPO partnerships and a multimillion-dollar budget. You'll set the quality bar, own the delivery model, and drive the organization forward — not reactively, but ahead of what's coming.

This is a role for someone with high standards, deep operational expertise, and the kind of ownership mentality that doesn't wait to be asked. You'll partner closely with Product, Engineering, Fraud, Legal & Compliance, and Investing, and report directly to the VP of Support & Operations.

This role is based out of our NYC office. Below we've reflected the base salary range for this position. 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.

• New York City: $155,000-$185,000

This job may also be eligible for variable compensation in the form of a company incentive bonus.

A Day in the Life:

• 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/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.

What We're Looking For

• 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 — you've owned a multimillion-dollar budget and made resource allocation decisions under pressure.
• Strong forecasting and capacity planning capabilities; you build models that translate into real operational decisions.
• Deeply analytical and data-driven — you define success with metrics, track outcomes rigorously, and use data to make decisions and build the case for change.
• High accountability and ownership — you drive things forward, follow through, and expect the same from your team.
• Excellent judgment and communication; you 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.