Sr. Manager, Licensed Customer Experience

<h2><strong>About Betterment</strong></h2> <p><a href="http://www.betterment.com/">Betterment</a> is a leading, technology-driven financial services company that offers investing, savings and retirement solutions for retail investors and investment advisors as well as financial wellness solutions, including a 401(k) for small and medium-sized businesses. Our team is passionate about our mission, to empower people to build wealth with confidence and ease.&nbsp; We’re headquartered in NYC and offer hybrid NY-based positions (four days/ week in-office, with no required office days during the summer and winter holidays).</p> <h2><strong>About the Role</strong></h2> <p>The <strong>Licensed Customer Experience Team</strong> at Betterment is the dedicated, white-glove support layer for our $100k+ customers—the power-users of Betterment. As a customer's net worth grows, so does the complexity of managing their money. The Licensed Customer Support Team is here to help.</p> <p>When these customers have questions about their portfolios, performance, tax features, or how to get the most out of their Betterment accounts, this team of licensed fiduciaries is here to help (mostly over chat and email, but also via phone).</p> <p>As the <strong>Senior Manager, Licensed Customer Experience</strong>, you will lead, coach, and develop this team of licensed Investment Adviser Representatives (IARs) to deliver a consistently exceptional, customer experience. You’ll own the performance, quality, and health of the team—ensuring we meet and exceed service levels, and turn every interaction into a moment that strengthens trust.</p> <p>This role sits within Betterment’s Human Advice organization and partners closely with our CX, Operations, Product, and CFP® teams. Your work will have a direct impact on customer satisfaction, retention, revenue from higher-balance clients, and the overall trust customers place in Betterment as their long-term investing partner.</p> <p>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.&nbsp;</p> <ul> <li>New York City: $145,000 - $165,000&nbsp;</li> </ul> <p>This job may also be eligible for variable compensation in the form of a company incentive bonus.&nbsp;</p> <h2><strong>A Day in the Life</strong></h2> <ul> <li>Lead, coach, and develop a team of ~10 licensed customer experience representatives who handle inbound client requests across chat, email, and phone.</li> <li>Own team performance metrics (e.g., SLAs