CX Strategy & Operations Lead — AI-Driven Global Support

Ramp Corp.; New York; 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

Relocation expense coverage to NYC or

Job summary

Ramp Corp. is seeking an operator to lead strategy and operations for AI-driven CX, driving 24/7 global support for 85,000+ customers. You’ll partner with the Head of CX to define goals, measure what matters, and build programs across Business Ops, CX Analytics, Workforce, Learning & Development, and CX AI Operations.

You’ll train and coach teams, optimize agent-technology interfaces, and push continuous improvements while partnering with Product and Engineering to shape the roadmap.

Qualifications

• Strategic and operational execution inside an operating unit or fast growth business.
• A genuine AI transformation you led in the last 18–24 months.
• Exceptional intellectual horsepower and a strong track record in demanding settings.
• Experience leading teams and developing reports with sound organizational design sense.
• Analytical depth to audit capacity models and diagnose operating problems.
• Credibility with Product, Engineering, and Data teams to shape priorities.
• High standards for customer quality and accountability.

Responsibilities

• Set org-wide goals with the Head of CX and measure progress.
• Define how specialists and AI agents work together as one team.
• Change goals and incentives to reward AI learning and service outcomes.
• Own global schedules, capacity, and 24/7/365 coverage.
• Build training models for new work and ongoing Learning & Development.
• Translate AI progress into staffing, workflows, and tooling changes.
• Represent CX voice to Product and Engineering to influence roadmaps.
• Build and grow a small, strong team across ops, analytics, and AI operations.

Skills

Strategic execution

Operational execution

AI transformation

Leadership

Analytical depth

Cross-functional collaboration

Product & Engineering credibility

Customer quality standards

Job description

Ramp Corp. is seeking an operator to lead strategy and operations for AI-driven CX, driving 24/7 global support for 85,000+ customers. You’ll partner with the Head of CX to define goals, measure what matters, and build programs across Business Ops, CX Analytics, Workforce, Learning & Development, and CX AI Operations.

You’ll train and coach teams, optimize agent-technology interfaces, and push continuous improvements while partnering with Product and Engineering to shape the roadmap.