Hiring: Director, Support Operations Company: Betterment Location: New York, NY Job Posted Time: 2026-09-10 11:00:07 Employment Type: Contract / Hybrid Target Skills & Keywords : Zendesk About the job Required Skills: •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. •This job may also be eligible for variable compensation in the form of a company incentive bonus. •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. Compensation: •$155,000 - $185,000 / year Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!