Senior Manager, Customer Experience Strategy & Operations

Ramp•New York, NY

3d•$147,000 - $215,000

About The Position

Ramp is seeking an operator to lead the strategy and operations teams transforming its customer experience organization into an AI-powered operation while maintaining excellent 24/7/365 support for more than 85,000 customers. The role partners with the Head of CX to set goals, determine how progress is measured, and build the programs and systems needed to improve performance. It leads a small team spanning Business Operations, CX Analytics, Workforce Management, Learning & Development, and CX AI Operations. The role will define how customer support specialists and AI agents work together, and redesign workflows, incentives, and performance management so specialists are recognized for improving AI outcomes as well as delivering frontline service. It will oversee global coverage, capacity planning, quality, and training, while adapting staffing and operating practices as Ramp’s Investigative Copilot and AskRamp develop. The position also serves as the voice of CX to Product and Engineering, using evidence from CX operations to inform their work on tools, prompts, and agent behavior. The role reports directly to the Head of CX.

Requirements

A record of strategic and operational execution within an operating unit or fast-growth business, with ownership of goals, systems, and outcomes.
Recent, hands-on experience transforming how a team works with AI and keeping the changed operation running in production; able to explain results, failures, and lessons learned.
Outstanding performance in demanding environments, with exceptional intellectual horsepower and natural curiosity.
Experience leading teams and developing direct reports, with sound judgment in organizational design, incentives, and performance management.
Strong analytical capability, including the ability to build or audit a capacity model, challenge metrics, diagnose operational problems, or review AI agent sessions.
Credibility with Product, Engineering, and Data teams and the ability to influence their priorities without a reporting relationship.
High standards for customer quality and human accountability.

Nice To Haves

Leadership experience spanning business operations, CX analytics, workforce management, learning and development, or AI operations, or equivalent areas in other operating teams.
Experience with production AI agents, evaluations, escalation workflows, and continuous improvement.
Experience successfully expanding an operating model that worked in one team to other teams.

Responsibilities

Partner with the Head of CX and senior CX managers to set organization-wide goals, determine how progress is measured, and deliver programs and projects that support the strategy.
Define roles, workflows, and expectations that enable customer support specialists and AI agents to serve customers as one team.
Redesign goals, incentives, and performance management to recognize specialists for closing AI learning loops, resolving AI escalations, improving customer service, and delivering traditional frontline performance.
Own global schedules, capacity planning, and quality for 24/7/365, multi-tier support.
Build training and development programs that help new and experienced specialists investigate difficult issues, evaluate agent behavior, contribute fixes, and understand Ramp’s financial products.
Adapt staffing, workflows, training, and expectations as the capabilities of the Investigative Copilot and AskRamp change.
Represent CX specialists to Product and Engineering, using CX data to identify where agents succeed or struggle and working with technical teams on tooling, prompts, and agent behavior.
Develop leaders across Business Operations, CX Analytics, Workforce Management, Learning & Development, and CX AI Operations, with clear ownership and shared goals.

Benefits

Flexible PTO.
Centralized home-office equipment ordering.
Health and wellness stipend.
Budget for intra-office travel.
Weekly coffee stipend.
United States: 100% medical, dental, and vision insurance coverage for the employee, with partial dependent coverage.
United States: One Medical annual membership.
United States: 401(k) with employer match on contributions made while employed by Ramp.
United States: Fertility HRA of up to $10,000 per year.
United States: Parental leave of up to 16 weeks for birthing and bonding or 8 weeks for bonding only, at 100% pay.
United States: Pet insurance.
United States: In-office lunch, snacks, drinks, and other perks.
Relocation expense coverage to NYC or SF, if needed.
Canada: Group medical, dental, and vision coverage through Sun Life.
Canada: Life, AD&D, and disability coverage.
Canada: Fertility drug coverage of up to $4,000 lifetime.
Canada: Group Retirement Plan with employer match (RRSP + DPSP).
Canada: Parental leave of up to 16 weeks for birthing and bonding or 8 weeks for bonding only, at 100% pay, with additional time available at reduced pay.
Canada: Employee Assistance Program and virtual care through Lumino Health.
United Kingdom: Private medical insurance through Freedom Elite.
United Kingdom: Virtual GP and at-home care via eMed x Livi.
United Kingdom: Workplace pension through Penfold, with salary sacrifice option.
United Kingdom: Parental leave of up to 16 weeks for birthing and bonding or 8 weeks for bonding only, at 100% pay, with additional time available at reduced pay.