Director Customer Experience
Ramp is an AI-powered financial operations platform for businesses, combining corporate cards, expense management, bill payments, accounting automation, procurement, travel, treasury, and related finance workflows.
About Ramp
Ramp is a privately held New York financial-services company founded in 2019. Its platform combines corporate cards, spend and expense management, bill payments, accounting automation, procurement, travel, treasury, and other financial-operations services. Ramp reports serving more than 70,000 companies.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will lead phone, email, and chat operations in a 24/7 customer environment. You will develop managers, improve frontline performance, resolve escalations, analyze customer and operational data, and turn strategic priorities into scalable processes. You will also shape the use of AI, automation, specialization, and human judgment across customer operations.
Requirements
- Experience leading large and complex operational teams in a fast-paced environment
- Exceptional learning agility and high-ownership operating experience
- Record of improving customer-facing operations through analysis, problem solving, and execution
- Empathetic and direct leadership style
- Strong written and verbal communication skills
- Experience using AI, automation, or workflow tools to transform customer and team operations
- Ability to connect customer needs, product complexity, workflows, and business priorities
- Experience leading multiple customer-facing channels
- Experience in fintech, financial services, or another regulated environment
- Experience partnering with operations, product, or tooling teams
- Experience scaling customer operations at a high-growth startup
Responsibilities
- Lead phone, email, and chat operations
- Drive customer satisfaction, quality, service levels, resolution quality, and productivity
- Coach managers and establish accountability for team performance
- Resolve high-priority customer and internal escalations
- Improve workflows, tools, operating routines, and cross-channel execution
- Evaluate metrics, training, team structures, and operating models
- Define how teams use AI, automation, specialization, and human judgment
- Translate strategic priorities into channel plans, repeatable processes, and change-management programs
Benefits
- Flexible PTO
- Centralized home-office equipment ordering
- Health and wellness stipend
- Budget for intra-office travel
- Weekly coffee stipend
- Medical, dental, and vision insurance coverage
- One Medical annual membership
- 401(k) with employer match
- Fertility HRA up to $10,000 per year
- Paid parental leave
- Pet insurance
- In-office meals, snacks, and drinks
- Relocation expense coverage to New York City or San Francisco
