Senior Manager, Customer Experience Strategy & Operations

Ramp is seeking a Senior Manager to lead Customer Experience strategy and operations as the organization integrates AI agents into customer support. The role oversees business operations, analytics, workforce management, learning and development, and CX AI operations while maintaining high-quality global support.

Responsibilities:

• Set the goals and measure what matters. Work with the Head of CX and senior CX managers to set org-wide goals, decide how we measure progress, and deliver the programs and projects that enable that strategy to flourish
• Define how specialists and AI agents work together. Build the roles, workflows, and expectations that let specialists and AI agents serve customers as one team
• Change what we reward. Rebuild goals, incentives, and performance management so specialists get credit for closing AI learning loops, getting AI escalations resolved, and improving how customers are actually served, alongside traditional frontline performance
• Own global schedules, capacity, and quality. Plan coverage for 24/7/365, multi-tier, global support that holds a high bar for customers of all shapes and sizes
• Build the training model for the new work. Both new and tenured specialists need to investigate hard issues, judge agent behavior, and contribute fixes, while still developing a deep understanding Ramp’s complex financial products. L&D should make them good at all of it
• Turn AI progress into operating change. Know what our Investigative Copilot (specialist-facing) and AskRamp (fully agentic) can do and how well they do it. When that moves, change staffing, workflows, training, and expectations to match
• Build and own the voice of the CX specialist to Product and Engineering. Use CX data to show technical teams where agents succeed and where they struggle, and work with them directly on tooling, prompts, and agent behavior. They own the roadmap; you make sure CX's evidence shapes it
• Build a small, strong team. Develop and grow leaders across Business Operations, CX Analytics, Workforce Management, Learning & Development, and CX AI Operations, with clear ownership and shared goals

Requirements:

• A record of strategic and operational execution inside an operating unit or fast growth business. That could be CX, Sales, supply chain, or another function where you owned the goals, the systems, and the outcomes
• A genuine AI transformation you were on the front lines of in the last 18-24 months. You changed how a team's work gets done and kept it running in production. You can explain what improved, what failed, and what you learned
• Exceptional intellectual horsepower and natural curiosity, demonstrated through outstanding, standout performance across past roles in demanding environments
• Experience leading teams and developing reports, with sound judgment about organizational design, incentives, and performance management
• Analytical depth you use yourself: you can build or audit a capacity model, challenge a metric, diagnose an operating problem, or review an AI agent session to find the flaws
• Credibility with Product, Engineering, and Data teams, and the ability to shape their priorities without a reporting line
• High standards for customer quality and human accountability - you don't compromise on the customer outcome
• Leadership spanning business operations, CX analytics, workforce management, learning and development, or AI operations or their equivalents in other operating teams
• Experience with production AI agents, evaluations, escalation workflows, and continuous improvement
• Taking an operating model that worked in one team and making it successful elsewhere