Support Operations Manager • Mid-Level

Who you are

You have a strong background in operations management, ideally within a financial services or technology-driven environment. Your experience includes collaborating with cross-functional teams to ensure customer needs are met effectively. You possess excellent communication skills, enabling you to translate complex operational requirements into actionable insights for various stakeholders. You are detail-oriented and have a knack for creating processes that enhance customer experience and operational efficiency. You thrive in a hybrid work environment, balancing in-office collaboration with remote flexibility. You are passionate about improving customer interactions and ensuring that operational realities are reflected in product development.

What you'll do

As the Support Operations Manager, you will be the bridge between Customer Experience and Operations, working closely with teams in Product, Engineering, Fraud/Risk, Legal & Compliance, and Investing. Your primary responsibility will be to create durable motions for product launch readiness, ensuring that customer feedback is integrated into product development. You will centralize information about product launches, translating that into clear requirements for Customer Experience and Operations teams. Additionally, you will ensure that these teams have the necessary tools, processes, and training to deliver a strong customer experience at scale. Your role will involve analyzing voice-of-customer insights to inform operational strategies and improve service delivery. You will also be responsible for monitoring the effectiveness of implemented processes and making adjustments as needed to enhance customer satisfaction.

What we offer

Betterment offers a competitive salary range of $120,500 - $147,000, along with a comprehensive equity package and health benefits including dental and vision. You will also have access to a 401(k) plan with employer matching and a flexible PTO policy. Our company culture emphasizes collaboration and innovation, providing you with the opportunity to make a significant impact in a leading financial services firm. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.