Senior Manager Customer Experience Strategy and Operations
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 set customer experience goals and operating metrics with CX leadership. You will lead teams across business operations, analytics, workforce management, learning and development, and AI operations. You will design how specialists and AI agents work together, improve schedules and quality for global support, and use CX evidence to influence product and engineering priorities.
Requirements
- Strategic and operational execution experience in an operating unit or fast-growth business.
- Recent frontline experience delivering an AI transformation in production.
- Experience leading teams and developing direct reports.
- Analytical ability to build or audit capacity models, challenge metrics, diagnose operating problems, and review AI agent sessions.
- Ability to influence Product, Engineering, and Data teams.
- High standards for customer quality and human accountability.
Responsibilities
- Set organization-wide CX goals, metrics, programs, and projects.
- Define workflows and expectations for specialists and AI agents.
- Rebuild goals, incentives, and performance management for AI learning loops.
- Plan global 24/7 support schedules, capacity, and quality.
- Build training for specialists to investigate issues, assess AI behavior, and contribute fixes.
- Adjust staffing, workflows, training, and expectations as AI capabilities evolve.
- Use CX data to influence product, engineering, tooling, prompts, and agent behavior.
- Develop leaders across CX operations functions.
Benefits
- Flexible PTO
- Centralized home-office equipment ordering
- Health and wellness stipend
- Budget for intra-office travel
- Weekly coffee stipend
- 100% medical, dental, and vision insurance coverage for employees, with partial dependent 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 and refreshments
- Relocation expense coverage to New York City or San Francisco
- Canadian group medical, dental, and vision coverage
- Life, AD&D, and disability coverage
- Canadian fertility drug coverage
- Group Retirement Plan with employer match
- Employee Assistance Program and virtual care
- United Kingdom private medical insurance
- Virtual GP and at-home care
- Workplace pension with salary-sacrifice option