Senior Manager, Customer Experience Strategy & Operations (AI)

Location: Hybrid in New York, NY, San Francisco, CA, or remote within the United States. Relocation expense coverage is available to NYC or SF if needed.

Base salary: $147,000–$215,000 annually; for candidates in New York City or San Francisco, $164,000–$215,000, and for all other locations, $147,000–$205,000.

Company

Ramp builds smart financial infrastructure that automates payment authorization, risk flagging, spend categorization, and book closing for more than 85,000 companies and over $275B in annualized spend.

What you will do

• Set CX organization-wide goals, measurement systems, strategy programs, and operating priorities with the Head of CX and senior CX managers.
• Define how customer support specialists and AI agents work together, including roles, workflows, expectations, incentives, and performance management.
• Own global capacity planning, scheduling, and quality for multi-tier 24/7/365 customer support.
• Build training and development models that prepare specialists to investigate complex issues, evaluate agent behavior, contribute fixes, and understand Ramp’s financial products.
• Translate progress from Investigative Copilot and AskRamp into changes in staffing, workflows, training, and operating expectations.
• Represent the CX specialist voice to Product and Engineering through evidence-based recommendations on tooling, prompts, and agent behavior, while developing leaders across operations, analytics, workforce management, L&D, and CX AI Operations.

Requirements

• Strategic and operational execution experience within an operating unit or fast-growth business, with ownership of goals, systems, and outcomes.
• Hands-on AI transformation experience from the last 18–24 months, including changing how a team works and keeping the new model running in production.
• Outstanding performance and intellectual curiosity demonstrated in demanding environments.
• Experience leading teams and developing direct reports, with sound judgment in organizational design, incentives, and performance management.
• Strong analytical depth, including the ability to build or audit capacity models, challenge metrics, diagnose operating problems, and review AI agent sessions.
• Credibility with Product, Engineering, and Data teams and the ability to influence priorities without a reporting line.
• High standards for customer quality and human accountability.

Nice to have

• Leadership across business operations, CX analytics, workforce management, learning and development, or AI operations, or equivalent operating-team experience.
• Experience with production AI agents, evaluations, escalation workflows, and continuous improvement.
• Experience transferring a successful operating model from one team to another.

Culture & Benefits

• High-agency, high-urgency environment focused on end-to-end ownership, measurable outcomes, and consequential decisions.
• Flexible PTO, centralized home-office equipment ordering, a health and wellness stipend, intra-office travel budget, and weekly coffee stipend.
• United States benefits include medical, dental, and vision coverage, One Medical membership, 401(k) with employer match, fertility HRA, paid parental leave, pet insurance, and in-office perks.
• Support operations run globally on a 24/7/365 schedule while the AI-native operating model is developed and scaled.

Hiring process

• Referred candidates must contact the referrer so that person can apply on their behalf.
• Ramp considers qualified applicants with arrest and conviction records in accordance with the San Francisco Fair Chance Ordinance.