Chatbot Strategy Manager

Summary

Join Betterment as a Chatbot Strategy Manager and oversee the development, implementation, and continuous improvement of chatbots using Zendesk. Leverage data to optimize chatbot performance, collaborate cross-functionally to enhance customer experience, and drive strategic initiatives. This remote-eligible role requires 4+ years of experience in a related field with a proven track record in deploying and managing chatbots. Strong analytical skills, technical proficiency, and excellent communication are essential. Betterment offers a competitive compensation package, including health, dental, and vision benefits, life and AD&D insurance, flexible PTO, and professional development opportunities.

Requirements

• 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

Responsibilities

• 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

Benefits

• Medical, dental, and vision insurance
• Life and AD&D insurance
• STD and LTD benefits, including infertility support and World Professional Association for Transgender Health approved benefits
• Generous parental leave
• Flexible paid time off (and encouragement to use it!)
• Meaningful opportunity for community building through our 7 Employee Resource Groups
• Empowerment to own and lead change and affect the business
• Dedicated professional development opportunities