Product Operations Specialist | Identity & Fraud

Ramp•New York City, NY

9d•Hybrid

About The Position

As a member of our product operations organization, you will support Ramp’s product offerings for our customers as we scale. You will leverage data to identify opportunities for our users, build out automation and processes to help Ramp scale, and assist in the launch process for new features. You’ll work closely with product managers, engineers, design, data and our customer-facing teams. The Identity and Fraud team owns user management, roles, permissions and authentication at Ramp. Their mission is to make user governance seamless, secure, and scalable, so every employee has the right level of access and visibility with minimal friction. As Ramp grows to serve increasingly complex large and enterprises customers, the team aims to ensure our customers: Trust that permissions reflect business reality (roles, entities, workflows, etc.) Move faster with built-in safeguards — ensure employees are focused only on what’s relevant to them and what they should have access to Scale effortlessly as org structures, entities, and roles evolve Please note that this Product Operations role will require you to be comfortable with working in-person at our NYC HQ (located near Madison Square Park) at least 2 days/week

Requirements

Minimum 2 years working in product operations, business operations, product management, program management, or consulting
Strong ability to use data and qualitative feedback to understand opportunity, build strategy, and create product recommendations
Experience working directly with customers through feedback and/or user research interviews
Experience building new operational processes from start to finish with measurable results
Ability to work in undefined spaces with a self-starter mentality
AI-savvy; leveraging more than just ChatGPT to automate everyday tasks

Nice To Haves

Experience with Retool or other low-code tooling platforms (Gumloop, n8n, etc.)
Technical programming experience (SQL, Python, Java, React)

Responsibilities

Become the foremost expert on the customer’s experience for Identity, and work to connect the daily experience of Ramp’s customer-facing teams with the product and engineering teams to help evolve the product roadmap and achieve fast resolution of product bugs and issues
Close existing documentation gaps on core functionality for single-sign on, multi-factor authentication, and login issues; update our help center and build out better processes to unblock customers who face login issues thereby reducing customer support tickets
Own creating high-leverage product analytics tracking and data analysis to surface quantitative opportunities for improving performance, quality, and intuitiveness of the product
Design and facilitate structured user research sessions to gather qualitative feedback and identify pain points in the product experience or right size product solutions
Project manage the launch of new features, ensuring product quality as we move from QA to Alpha to Beta to full Launch
Identify opportunities to automate, optimize, and refine processes to help us scale operationally as we continue to expand the scope of our products, and own the change management of those updates