Senior Manager, Customer Experience Strategy & Operations

ABOUT RAMP Ramp is building the smart infrastructure for finance teams, embedded in the transaction flow of every dollar a business spends. We automate how over $275B in annualized spend flows in and out of 85,000+ companies: authorizing payments, flagging risk, categorizing spend, and closing books. The problems are high-stakes, data-dense, and unforgiving. We hire people with high agency and high urgency. We look for slope over intercept. We care less about where you trained and more about what you’ve built. At Ramp, everyone is a builder who owns problems end to end and makes consequential decisions that shape the outcome. The median Ramp customer saves 7.5% and grows revenue 16% in their first year – far in excess of businesses operating without Ramp. We believe every ambitious company deserves the same. If you want to build systems that directly shape how companies move and manage billions, Ramp is the place to do it. ABOUT THE ROLE Ramp believes that AI-powered CX organizations are the future and we are racing to build the best one in the world. Our goal is for our team to work hand in hand with AI agents to drive superlative customer outcomes and the highest-velocity AI improvement engine in the business. This role will own the strategy and ops teams that are making that transition a reality while still delivering 24/7/365 support for our 85,000+ customers every day. You will work with the Head of CX to set the goals, measure what matters, and build the systems and programs that push the team forward. You’ll manage a small and mighty team across Business Operations, CX Analytics, Workforce Management, Learning & Development, and CX AI Operations to accomplish your goals. We believe every CX frontline specialist has a role to play driving forward the performance of our AI agents - it is not work reserved for a dedicated AI team. Each specialist needs to be trained, coached, scheduled, and rewarded for continuous work of closing AI learning loops, ensuring AI escalations get resolved, and obsessing about how our customers are actually being served. You'll do this while running a global support operation that has to be excellent today. Once we nail the model in CX, there will be momentum to help other operations teams adopt it. WHAT YOU’LL DO - Set the goals and measure what matters. Work with the Head of CX and senior CX managers to set org-wide goals, decide how we measure progress, and deliver the programs and projects that enable that strategy to flourish. - Define how specialists and AI agents work together. Build the roles, workflows, and expectations that let specialists and AI agents serve customers as one team. - Change what we reward. Rebuild goals, incentives, and performance management so specialists get credit for closing AI learning loops, getting AI escalations resolved, and improving how customers are actually served, alongside traditional frontline performance. - Own global schedules, capacity, and quality. Plan coverage for 24/7/365, multi-tier, global support that holds a high bar for customers of all shapes and sizes. - Build the training model for the new work. Both new and tenured specialists need to investigate hard issues, judge agent behavior, and contribute fixes, while still developing a deep understanding Ramp’s complex financial products. L&D should make them good at all of it. - Turn AI progress into operating change. Know what our Investigative Copilot (specialist-facing) and AskRamp (fully agentic) can do and how well they do it. When that moves, change staffing, workflows, training, and expectations to match. - Build and own the voice of the CX specialist to Product and Engineering. Use CX data to show technical teams where agents succeed and where they struggle,