Director, Customer Experience

Location: Hybrid in New York, NY or San Francisco, CA, with remote work available within the US. Relocation expense coverage to NYC or SF may be available.

Salary: $190,000–$290,000 per year plus equity. New York City and San Francisco: $220,000–$290,000; other US locations: $190,000–$260,000.

Company

Ramp builds smart financial infrastructure that automates payments, risk detection, spend categorization, and accounting workflows for businesses.

What you will do

• Lead Phone, Email, and Chat teams within a 24/7 customer operation.
• Drive performance across customer satisfaction, quality, service levels, resolution quality, and productivity.
• Coach managers, develop frontline leadership, and establish accountability for customer outcomes.
• Serve as an escalation point for complex customer and internal issues.
• Improve tools, workflows, operating routines, and automation in partnership with CX Operations, Product, Engineering, Risk, and related teams.
• Shape the AI-powered operating model for customer experience and scale repeatable channel operations.

Requirements

• Leadership experience managing large, complex operational teams in a fast-paced environment.
• Track record of improving customer-facing operations through analysis, strategic problem solving, and execution.
• Experience leading multiple customer-facing channels, including Phone, Email, Chat, or comparable operations.
• Strong written and verbal communication, judgment, ownership, and people-development skills.
• Experience using AI, automation, or workflow tools to improve customer and team experiences.
• Ability to work in the US hybrid or remote arrangement described above.

Nice to have

• Experience in FinTech, financial services, or another complex regulated environment.
• Experience partnering with operations, product, or tooling teams on cross-functional workflow improvements.
• Experience scaling customer operations at a high-growth startup.

Culture & Benefits

• Flexible PTO and home-office equipment ordering.
• Medical, dental, and vision coverage, including 100% employee coverage in applicable plans.
• 401(k) with employer match, health and wellness stipend, and fertility benefits.
• Parental leave of up to 16 weeks for birthing and bonding or 8 weeks for bonding only at 100% pay.
• Relocation expense coverage to NYC or SF, plus in-office meals and refreshments.