Description
Ramp believes that AI-powered CX organizations are the future and is racing to build the best one in the world. This role will own the strategy and ops teams that are making that transition a reality while still delivering 24/7/365 support for 85,000+ customers every day.
You will work with the Head of CX to set goals, measure what matters, and build systems and programs that push the team forward. You'll manage a small team across Business Operations, CX Analytics, Workforce Management, Learning & Development, and CX AI Operations.
Responsibilities:
- Set goals and measure progress
- Define how specialists and AI agents work together
- Change what we reward
- Own global schedules, capacity, and quality
- Build the training model for the new work
- Turn AI progress into operating change
- Build and own the voice of the CX specialist to Product and Engineering
- Build a small, strong team
Requirements:
- Record of strategic and operational execution
- Genuine AI transformation experience
- Exceptional intellectual horsepower and natural curiosity
- Experience leading teams and developing reports
- Analytical depth
- Credibility with Product, Engineering, and Data teams
Compensation: $147K - $215K
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
- 401(k) with employer match
- Fertility HRA
- Parental leave