Director of Support Operations

Join Betterment, a leading fintech company, as the Director of Support Operations. In this role, you will lead a team of managers and specialists across retail customer experience, advisor support, and support operations. You will manage two global BPO partnerships and a multimillion-dollar budget, set the quality bar, and drive the organization forward. You will partner closely with various departments and report directly to the VP of Support & Operations. This position offers a competitive salary, equity, comprehensive health benefits, flexible time off, and opportunities for growth and development.

• Lead and develop a team of managers across retail CX complex case resolution, advisor support, and support operations.
• Own two BPO partnerships end-to-end, including contract management, SLA accountability, quality programs, and day-to-day performance.
• Set and hold a high quality bar across all channels, using data to identify gaps and drive measurable improvement.
• 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
• Significant experience in CX or support leadership, with a track record of scaling teams and raising the bar on quality and performance
• High accountability and ownership — you drive things forward, follow through, and expect the same from your team
• 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
• Experience in fintech, financial services, or a regulated environment strongly preferred
• Strong forecasting and capacity planning capabilities; you build models that translate into real operational decisions
• Familiarity with Zendesk or comparable support platforms; QA tooling and VoC platforms a plus
• Proven experience managing global BPO relationships, including vendor selection, contract negotiation, and performance accountability
• Excellent judgment and communication; you navigate complex, sensitive situations and present clearly to audiences from frontline agents to the C-suite
• Financial acumen — you've owned a multimillion-dollar budget and made resource allocation decisions under pressure