About Betterment:

401(k) plan administration services provided by Betterment for Business LLC. Investment advice to plans and plan participants provided by Betterment LLC, an SEC registered investment adviser. Brokerage services provided to clients of Betterment LLC by Betterment Securities, an SEC registered broker-dealer and member FINRA/SIPC. Betterment LLC and Betterment Securities are affiliates of Betterment for Business LLC.

About the Role:

The Betterment 401(k) Support Team Manager main focus is to manage a team of 401(k) Support Associates and ensure they have the tools to effectively assist our clients in navigating our product. 

In this role, the Team Lead is responsible for creating and maintaining a high-performing team and fostering a positive work environment. The Team Lead must also ensure that their team is exceeding expectations when it comes to our KPIs and driving towards 401(k) team OKRs.

This role reports into the Head of 401(k) Client Success.

We are hiring in all states except CO

A Day in the Life:

People Management

• Lead and coach the 401(k) support team to provide customers with a great Betterment experience.
• Keep the team informed and up-to-date on department updates.
• This includes explaining business reasons that drive new initiatives so team members understand the context of what's happening across the larger organization and why.
• Engage team members in long-term career development conversations.
• Maintain awareness of Associate performance and coach them when they consistently fall below KPIs. 
• Perform regular Quality Assurance checks, training, coaching, and provide timely feedback to your team. 
• Perform regular reviews of customer Complaints and provide timely feedback to the Compliance team and coaching to associates, where applicable.

401(k) Team Efficiency & Development

• Strive to optimize team processes and performance for the benefit of your team, customers, and the business.
• Ensure the daily activities of the team, including phone and email support, and other related functions are executed well.
• Manage customer escalations as needed.

Cross-Functional Development

• Stay current on Betterment product developments to accurately coach and prepare your team on fielding customer inquiries
• Influence the broader strategy for the department with cross-functional collaboration, including reporting on KPI and team SLAs to stakeholders
• Lead projects and partner with cross functional peers on various local or departmental initiatives.
• Identify opportunities to delight and serve our clients in a scalable way

What We’re Looking For:

• Strong leadership and management skills
• Exhibits true ownership and assure results are achieved. Strives for measurable, high-quality and timely results.
• Self-aware in recognizing your own, and other people’s emotions, demonstrates a mature and empathetic approach and reaction no matter the situation.
• Inherently operates in a service mindset, always keeping our customers top of mind.

What Being at Betterment Means for You:

Joining Betterment means belonging to a community of folks passionate about change, being on a team that cares for your well-being, and continuing on a journey of non-stop growth and evolution. 

You’ll join a Community that Cares: 

• Betterment is a place to bring your best self. We welcome families (and pets) for all our activities such as lunches, company retreats, and celebrations. 
• Make meaningful connections with your peers through interest groups, sports clubs, social events, meetups, and regular knowledge sharing, all occurring in a remote friendly way.
• Join one or more of our 8 Employee Resource Strategy Groups as a member or an ally, and help us shape Betterment’s culture and product for years to come.

You’ll stay Happy and Healthy:

• We will ensure you're set up and cared for with a customizable workstation, enrollment in our 401(k) service, flexible parental leave, annual gym reimbursements and a whole suite of thoughtful benefits. 
• You’ll have unlimited paid personal and vacation days, and a team that cares about your whole life, not just what you’re working on.

You’ll Learn & Grow:

• Enhance your skills and abilities through Betterment University courses and additional allowance for outside learning. 
• As part of a team that values knowledge sharing and transparency you can opt into mentoring and career coaching programs, weekly company meetings, and show & tells.

Please note that Betterment is dedicated to providing accommodations to candidates with disabilities. If you need accommodations at any point throughout the interview process, please reach out to [email protected] 

What Happens Next?

We expect to take a few weeks to review all applications. If we would like to spend more time with you, you will hear from us to arrange next steps. You can expect 3-4 sets of conversations, all remote, with your future colleagues in the weeks following your application.

Throughout the interview process, we’ll look to learn more about your skills, experiences, capabilities, and motivators. Many of our interview questions will be behavioral, aimed at understanding how you might operate here at Betterment. We may ask you to complete a case study exercise or technical assessments, depending on the role, as we aim to collect a robust set of data points throughout the interview process.

On average, it takes us around 4-6 weeks to complete the interview process. As a best practice, we aim to interview at least 3 final round candidates before making a hiring decision. 

Please note that we’re unable to offer individual feedback during the interview process. We usually see 1,000+ applications for open positions, and our hiring team simply doesn’t have the bandwidth to offer personalized feedback to each candidate. 

We recognize that interviewing for a new role is a big deal. We appreciate you giving us consideration as the next step in your career. Our Recruiting Team is here to support and advocate for you through the interview process, so please let us know how we can help.

Come join us!

We’re an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex, gender (including gender nonconformity and status as a transgender or transsexual individual), sexual orientation, marital status, age, physical or mental disability, citizenship, past, current or prospective service in the uniformed services, predisposing genetic characteristic, domestic violence victim status, arrest records, or any other characteristic protected under applicable federal, state or local law. 

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