New York City, NY30+ days ago
Analyst, AI Quality & Continuity Partner with Legal, Compliance, and Security to ensure responsible, policy-compliant AI deployment Represent CX AI priorities in cross-functional planning and vendor discussions What we're looking for 7-10+ years in CX operations, support product management, or technical program management Hands-on experience launching AI or automation in support environments - Zendesk AI, Intercom Fin, Decagon, or similar Strong product thinking: you can take an ambiguous problem, define a clear use case, and build the case for prioritization Analytical mindset: comfortable with experiment design, interpreting A/B results, and building performance baselines Excellent cross-functional collaborator - you've worked with Engineering, Analytics, Legal, and frontline ops teams to ship AI features Comfortable getting hands-on with AI and SaaS tooling - you're not just managing from a distance; you can configure, build, and iterate within platforms like Zendesk AI, Decagon, or similar without needing engineering support for every change Experience managing a portfolio of concurrent initiatives What being at Betterment means for you We change lives Join a community of innovators working to transform financial outcomes for real people. A day in the life Build and maintain a multi-quarter AI roadmap aligned to CX/Ops OKRs - automation rate, AHT reduction, agent productivity, and coverage - and own prioritization, sequencing, and business case development for each initiative Translate CX and Ops pain points into structured AI use cases with clear hypotheses, success metrics, and implementation plans Lead delivery in partnership with the Chatbot Strategy Manager, Sr.