AI-Powered CX Strategy & Operations Lead

Ramp Corp.; New York (NY); On-site; USD 184,000 - 250,000; Full time

Benefits offered by this job

Flexible PTO

Centralized home-office equipment

Health and wellness stipend

Budget for intra-office travel

Weekly coffee stipend

Job summary

Ramp seeks an operator to own the strategy and ops for CX transformation, partnering with AI agents to deliver high-velocity customer outcomes for 85,000+ customers daily.

You will lead a small but mighty team across Business Operations, CX Analytics, Workforce Management, Learning & Development, and CX AI Operations, defining goals, measurements, workflows, and rewards. You’ll collaborate with Product and Engineering to embed CX evidence into roadmaps.

Qualifications

• Experience leading cross-functional teams in CX or AI operations.
• Proven track record in strategic and operational execution within a fast-growth business.
• Experience shaping incentives, performance management, and roadmap feedback to product/engineering.

Responsibilities

• Set org-wide goals with Head of CX and senior managers and define success metrics.
• Define roles and workflows for specialists and AI agents to work as one team.
• Redesign goals and incentives to reward AI learning loop closures and customer outcomes.
• Own 24/7/365 global schedules, capacity, and quality across multi-tier support.
• Build training models for new work and ensure ramp of both new and tenured specialists.
• Translate AI progress into operating changes, adjusting staffing and prompts as needed.
• Represent CX voice to Product and Engineering, ensuring CX evidence shapes roadmaps.
• Build and grow a small, high-impact team across several CX-focused functions.

Skills

CX operations

AI integration

Team leadership

Operations analytics

Job description

Ramp seeks an operator to own the strategy and ops for CX transformation, partnering with AI agents to deliver high-velocity customer outcomes for 85,000+ customers daily.

You will lead a small but mighty team across Business Operations, CX Analytics, Workforce Management, Learning & Development, and CX AI Operations, defining goals, measurements, workflows, and rewards. You’ll collaborate with Product and Engineering to embed CX evidence into roadmaps.