Senior Manager, Customer Experience Strategy & Operations

The role

You will own the strategy and operations teams transitioning the CX organization to an AI-powered model. You will manage teams across Business Operations, CX Analytics, Workforce Management, Learning & Development, and CX AI Operations to deliver 24/7/365 support.

What you will do

• Set goals and measure progress with the Head of CX
• Define workflows for specialists and AI agents to work as one team
• Rebuild goals, incentives, and performance management for AI-integrated work
• Own global schedules, capacity, and quality for 24/7/365 support
• Build the training model for new and tenured specialists
• Turn AI progress into operating changes regarding staffing and workflows
• Act as the voice of the CX specialist to Product and Engineering
• Develop and grow leaders across multiple CX operational functions

Required qualifications

• Record of strategic and operational execution inside an operating unit or fast growth business
• A genuine AI transformation on the front lines in the last 18-24 months
• Experience leading teams and developing reports
• Analytical depth to build or audit capacity models and diagnose operating problems
• Credibility with Product, Engineering, and Data teams
• High standards for customer quality and human accountability

Nice to have

• Leadership spanning business operations, CX analytics, workforce management, learning and development, or AI operations
• 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

Benefits

• Flexible PTO
• Centralized home-office equipment ordering
• Health and wellness stipend
• Budget for intra-office travel
• Weekly coffee stipend
• 100% medical, dental & vision insurance coverage for you, with partial coverage for dependents (US)
• One Medical annual membership (US)
• 401(k), including employer match on contributions made while employed at Ramp (US)
• Fertility HRA (up to $10,000 per year) (US)
• Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay (US)
• Pet insurance (US)
• In-office perks: lunch, snacks, drinks, and more (US)

About the company

Ramp is building the smart infrastructure for finance teams, embedded in the transaction flow of every dollar a business spends. They automate how over $275B in annualized spend flows in and out of 85,000+ companies.