Chatbot Strategy Manager

About the role

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.

This role is remote eligible. Below we've reflected the base salary range we would offer for this position in locations with city or state requirements. For those located elsewhere, the actual compensation offered will be based on candidate experience and geographic location. 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, San Francisco, Los Angeles, Seattle, Boston, Washington D.C. & Orange County, CA: $100,000 - $120,000
• Other locations: $85,000 - $108,000

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

• 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.

What we're looking for

• 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.