147K–215K USD / year
Senior Manager, Customer Experience Strategy & Operations
OperationsHybrid — New York, NY, San Francisco, CA, United States
Published on 2026-11-03
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About this role
Lead customer experience strategy and operations as Ramp evolves toward an AI-powered support model. You will manage a team spanning business operations, analytics, workforce management, learning and development, and CX AI operations while maintaining high-quality 24/7 support.
About the company
Ramp is a financial automation platform that provides companies with tools to manage expenses, optimize procurement, and improve financial workflows. It serves businesses looking to streamline their financial processes and enhance visibility into spending.
The team
Customer Experience, including Business Operations, CX Analytics, Workforce Management, Learning & Development, and CX AI Operations.
What you'll do
- Set CX organization goals, success metrics, and strategic programs with the Head of CX.
- Design workflows and roles that enable specialists and AI agents to work together.
- Align incentives and performance management with customer outcomes and AI improvement work.
- Own global staffing capacity, schedules, and quality for 24/7/365 support.
- Build training programs for specialists working with complex products and AI agents.
- Translate AI capability changes into updated staffing, workflows, training, and expectations.
- Use CX data and specialist feedback to influence Product and Engineering priorities.
- Develop leaders across CX operations functions.
What we're looking for
- Track record of strategic and operational execution in an operating unit or fast-growth business.
- Led a production AI transformation within the past 18–24 months and can demonstrate its results.
- Experience leading teams and developing reports, with sound organizational and performance-management judgment.
- Strong analytical skills, including capacity modeling, metric evaluation, operational diagnosis, or AI-session review.
- Ability to influence Product, Engineering, and Data teams without direct authority.
- High standards for customer quality and accountability.
Nice to have
- Leadership across business operations, CX analytics, workforce management, learning and development, or AI operations.
- Experience with production AI agents, evaluations, escalation workflows, and continuous improvement.
- Experience scaling an operating model from one team to another.
Benefits
- Flexible PTO
- Equity
- Medical, dental, and vision coverage
- 401(k) with employer match
- Parental leave of up to 16 weeks at 100% pay for birthing and bonding, or 8 weeks for bonding only
- Health and wellness stipend
- Relocation coverage to New York City or San Francisco, if needed