VP, Operations & Customer Support

About the role The Vice President of Operations & Customer Support will be responsible for Customer Operations (KYC, transactions, transfers, AML/Risk, etc) and, Customer Support (phone, email, chat). This leader will be responsible for completing the integration of both teams, defining a unified operating model, and establishing shared metrics.

This incoming leader will work to automate and improve team processes, drive metrics-based performance, and enhance customer outcomes across the newly combined teams.

This role is based out of our NYC office.

For jobs based out of our NYC HQ, we require in office attendance Tuesday through Thursday, weekly.

Below we've reflected the base salary range we would offer 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: $230,000 - $250,000 We offer a 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 flexible PTO policy.

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

A day in the life * Manage and mentor a team of operational and customer service leaders, who in turn oversee day-to-day processing of all customer interactions, account openings, risk reviews and fraud prevention, transaction monitoring, transfer processing, and money movement * Optimize workflows and systems for scale, accuracy, and efficiency, while collaborating cross-functionally with product, technology, compliance, legal, and executive leadership to drive improvements * Enhance performance tracking metrics, SLAs, and governance frameworks across both Operations and Support teams * Continuously improve all aspects of customer communications across phone, email, and chat to deliver a best-in-class customer experience * Oversee ongoing management of third-party service providers and outsourcing partners, and lead selection of new partners as necessary * Develop and manage departmental budgets, staffing plans, and key performance indicators What we're looking for * 10+ years of leadership experience in operations and customer support, ideally within an RIA, broker/dealer, or fintech environment * Proven track record of scaling both support and operations teams from small to large team sizes * Experience merging or reorganizing teams with differing processes and tools, and aligning them on shared KPIs * Experience managing third-party vendors, offshoring/outsourcing partners, and service agreements * Excellent analytical, project management, and process improvement skills * Strong leadership and communication abilities with a customer-first mindset * Familiarity with support and operations platforms like Zendesk.

* Series 7, 24, and/or 99 licenses