Senior Manager, Customer Experience Strategy & Operations
"About The Role"
About This Role
Ramp is racing to build the best AI-powered CX organization in the world, where the team works hand in hand with AI agents to drive strong customer outcomes and a high-velocity AI improvement engine. This role will own the strategy and operations teams making that transition a reality, while still delivering 24/7/365 support for 85,000+ customers. The role will work with the Head of CX to set goals, measure what matters, and build the systems and programs that move the team forward, managing a team across Business Operations, CX Analytics, Workforce Management, Learning & Development, and CX AI Operations. Every CX frontline specialist is expected to play a role in driving AI agent performance—being trained, coached, scheduled, and rewarded for closing AI learning loops, resolving AI escalations, and focusing on how customers are actually served. This work happens while running a global support operation that must remain excellent today, with the goal that other operations teams eventually adopt the same model.
What You'll Be Doing
Work with the Head of CX and senior CX managers to set org-wide goals, decide how progress is measured, and deliver the programs and projects that support that strategy.
Define the roles, workflows, and expectations that let specialists and AI agents work together to serve customers as one team.
Rebuild goals, incentives, and performance management so specialists are credited for closing AI learning loops, resolving AI escalations, and improving customer service, alongside traditional frontline performance.
Own global schedules, capacity planning, and quality standards for 24/7/365, multi-tier, global support.
Build the training model so both new and tenured specialists can investigate hard issues, judge agent behavior, and contribute fixes, while developing a deep understanding of Ramp's financial products.
Track what Ramp's Investigative Copilot (specialist-facing) and AskRamp (fully agentic) can do, and adjust staffing, workflows, training, and expectations as those capabilities evolve.
Serve as the voice of the CX specialist to Product and Engineering, using CX data to show where agents succeed and struggle, and working directly with those teams on tooling, prompts, and agent behavior.
Build and develop a team of leaders across Business Operations, CX Analytics, Workforce Management, Learning & Development, and CX AI Operations, with clear ownership and shared goals.
What We're Looking For
A record of strategic and operational execution inside an operating unit or fast-growth business, such as CX, Sales, supply chain, or another function where you owned the goals, systems, and outcomes.
A genuine AI transformation you led in the last 18–24 months—changing how a team's work gets done and sustaining it in production—with the ability to explain what improved, what failed, and what you learned.
Exceptional intellectual horsepower and natural curiosity, demonstrated through standout performance in demanding environments.
Experience leading teams and developing reports, with sound judgment on organizational design, incentives, and performance management.
Analytical depth you apply yourself—building or auditing a capacity model, challenging a metric, diagnosing an operating problem, or reviewing an AI agent session to find flaws.
Credibility with Product, Engineering, and Data teams, with the ability to shape their priorities without a formal reporting line.
High standards for customer quality and human accountability, without compromising on customer outcomes.
Bonus Points
Leadership experience spanning business operations, CX analytics, workforce management, learning and development, or AI operations (or equivalents in other operating teams).
Experience with production AI agents, evaluations, escalation workflows, and continuous improvement.
A track record of taking an operating model that worked in one team and making it successful elsewhere.
Ready to Apply?
To submit your application for this position, please visit Ramp Network's official website and follow their application process.