Chatbot Strategy Manager, Betterment
$100-120k
+ Equity
3 days a week in office ( Betterment HQ, NYC)
Banking and investment app
Posted today
Banking and investment app
501-1000 employees
Posted today
$100-120k
+ Equity
3 days a week in office ( Betterment HQ, NYC)
501-1000 employees
Company mission
To make people’s lives better.
Role
Who you are
- 4+ years of experience in customer experience, product management, or a related field, with a proven track record in deploying and managing chatbots (preferably within Zendesk or similar platforms)
- Strong analytical background with the ability to interpret performance metrics (e.g., resolution rates, containment rates, CSAT, QA scores) and leverage data for continuous optimization
- Demonstrated technical proficiency in the deployment and maintenance of chatbot solutions, including familiarity with relevant programming languages, APIs, and system integrations
- Proven collaboration skills to partner effectively with multiple stakeholders (CX teams, Product, Analytics, Marketing, etc.) and influence decisions at both tactical and strategic levels
- Demonstrated passion for AI technologies and a track record of improving customer experiences through automation and data-driven insights
- Excellent communication skills, both written and verbal, with the ability to distill complex information into actionable recommendations for diverse audiences
What the job involves
- The Chatbot Strategy Manager oversees the development, implementation, and continuous improvement of chatbots at Betterment, using Zendesk
- This role focuses on leveraging data to optimize chatbot performance, collaborating cross-functionally to enhance the customer experience, and driving strategic initiatives to expand the use of generative chatbots across the organization
- Oversee the implementation and management of generative AI chatbots in Zendesk
- Maintain a relationship with Zendesk to ensure optimized use of their chatbot tooling
- Leverage data to drive optimizations for bot accuracy, knowledge base quality, customer satisfaction, and containment
- Measure and report on key performance indicators (KPIs) such as automated resolution rate, containment rate, chatter BSAT, ticket deflection, and chatbot QA score
- Lead strategic initiatives to launch chatbots for various business units across the organization
- Develop and manage a chatbot QA program to assess the quality of generative outputs and identify knowledge gaps
- Coordinate with cross-functional teams (Legal, Compliance, Risk, Content, Marketing) to ensure the successful implementation of chatbots and ensure compliance with legal and regulatory requirements
- Collaborate with senior CX Leadership to report on chatbot trends and provide strategic recommendations
- Work closely with Analytics, Customer Insights, Product, and other customer-facing teams to enhance the overall customer journey
- Work closely with CX Content to resolve knowledge base gaps
Application process
- In the interview process, we’ll look to learn more about your skills, experiences, capabilities, and motivators
- Many of our questions will be aimed at understanding how you might operate here at Betterment
- On average, it takes us around 3-5 weeks to make a hiring decision, depending on your availability and sense of urgency.
- As a best practice, we aim to interview at least 2-3 final round candidates before making a hiring decision
Our take
Betterment is an app-based investment platform that provides personal finance data and guidance to retail users through a range of real-world data and AI analytics to deliver investment advice to customers.
The company has become the largest independent digital investment advisor in the U.S. Having expanded its 401k business, Betterment has entered the world of Crypto, partnering with Gemini to offer customized crypto portfolios and its "Crypto Investing by Betterment" platform.
Betterment has a wealth of competition in this increasingly crowded space. Other robo advisors offering similar services include Moneyfarm, Wealth Simple, M1 Finance and Personal Capital. Going forward, Betterment hopes to further distance itself from rivals as it further innovates its platform.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-6% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Sep 2021
$60m
SERIES F
Jul 2017
$70m
SERIES E
Total funding: $335m
Company benefits
- Health and wellness: Get comprehensive medical, dental, and vision, plus a free subscription to One Medical.©
- Generous time off: We encourage you to take time off (seriously) and get the rest you need to do your best work.
- Paid parental leave: We welcome new additions to your family with 12-18 weeks of parental leave.
- Matching benefits: We offer a 401(k) match and a match on qualified student loan payments
- Equity: Gain stake in Betterment’s success with company equity grants.
- Free food: Snacks, beverages, and catered lunches at our NYC HQ
- Long-term health resources: We provide LGBTQIA+ transition and fertility support.
- Find your community: Make connections through seven employee affinity groups and a social calendar of hybrid events.
Company HQ
Flatiron District, New York, NY
Leadership
Jonathan Stein
(Board Member)After studying Economics at Harvard, Jonathan worked as a Consultant at First Manhattan Consulting Group for over 4 years. He founded Betterment in 2007, serving as CEO until 2020 when he stepped down to Chairman of the Board.
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