[Remote] CX Automation Performance Analyst

Note: The job is a remote job and is open to candidates in USA. Betterment is a leading, technology-driven financial services company that offers investing, savings, and retirement solutions. The CX Automation Performance Analyst is responsible for managing the post-launch performance of AI programs, ensuring they function effectively and continuously improve through ongoing optimization and documentation.ResponsibilitiesBuild and maintain dashboards tracking performance across all live AI programs — automation rate, containment, AHT, CSAT, and model quality metrics — using tools like Zendesk Explore, Looker, or similarIdentify performance degradation, intent gaps, hallucination, model drift, and guardrail failures across Zendesk AI, chatbots, ticketbots, and automation workflowsOwn the incident response process for AI quality issues — when performance degrades or a guardrail fails, you triage, escalate, and drive resolution with a clear post-mortemServe as the primary admin for net-new AI tooling post-launch — including VoiceAI platforms, Zendesk AI agents, and any other tools handed off from the implementation phaseMaintain active optimization backlogs for launched programs, ensuring improvements don't stall after initial implementationDrive post-launch iteration in partnership with the Chatbot Strategy Manager and tooling teams, tracking outcomes rigorouslyOwn the AI program documentation library: runbooks, flow documentation, QA procedures, training guides, and internal knowledge base articlesMaintain accurate records of AI program behavior, guardrails, and change history to support compliance and audit readinessPartner with the CX AI & Automation Manager during launch phases to establish performance baselines, define QA criteria, and ensure clean handoff documentationBuild feedback loops from AI performance data to inform product, engineering, and CX leadership decisions — your insights should shape what gets built next, not just what gets fixedSkillsHands-on experience analyzing performance data from AI or automation tools in a support environmentUnderstanding of common AI failure modes — hallucination, model drift, guardrail gaps, and intent misclassification — and the ability to design QA processes that catch them before they reach customersProficiency with data visualization and reporting tools (e.g., Zendesk Explore, Looker, Tableau, or similar) and comfortable writing queries to validate AI performance dataStrong documentation skills — you write clearly, organize well, and build resources people actually useAnalytical and detail-oriented: comfortable building dashboards, running QA analysis, and spotting patterns in messy dataExperience with Zendesk (or comparable CX platforms) and AI tools such as Zendesk AI, Decagon, or similarExperience in fintech, financial services, or another regulated industry where AI outputs are subject to compliance review and auditA continuous improvement mindset and systems thinker — you see how knowledge structure, prompt design, monitoring, and feedback loops connect, and you're never satisfied with 'it launched'BenefitsMedical, dental, and vision coverageLife and AD&D insuranceShort- and long-term disabilityInfertility support and WPATH-aligned transgender health benefitsAn Employee Assistance Program (EAP)Transit benefits and FSA and HSA optionsEquity for all employees, including new hire and refresher grants.Flexible paid time off, paid parental leave, and a fully paid four-week sabbatical in your sixth year.Company-paid professional coaching for all employees.Day-one 401(k) match plus matching on qualified student loan payments.Company OverviewBetterment is an online investment company that offers investing and retirement solutions for their current clients and clients-to-be. It was founded in 2008, and is headquartered in New York, New York, USA, with a workforce of 501-1000 employees. Its website is http://www.betterment.com.Company H1B SponsorshipBetterment has a track record of offering H1B sponsorships, with 1 in 2024, 1 in 2022, 4 in 2020. Please note that this does not guarantee sponsorship for this specific role.