Director, 24/7 CX & AI-Driven Operations

Ramp; San Francisco (CA); On-site; USD 220,000 - 290,000; Full time

Benefits offered by this job

Flexible PTO

Home-office equipment stipend

Health and wellness stipend

Relocation assistance to SF/NYC

Job summary

Ramp is seeking a Director to helm its omni-channel customer experience, leading Phone, Email, and Chat operations in a 24/7 environment. You’ll ensure coverage, set senior-level priorities, and drive outcomes across quality, speed, and satisfaction.

Close collaboration with CXOps, AI, Product, and engineering teams will shape workflows and AI-powered processes that scale with Ramp’s growth. You will develop managers, define operating routines, translate strategy into actionable plans, and

Qualifications

• Experience leading large, complex operational teams in a fast-paced environment.
• Proven ability to translate strategy into actionable priorities.
• Strong problem solving and data-driven decision making.
• Experience with AI, automation, or workflow tooling.

Responsibilities

• Own day-to-day channel execution — lead Phone, Email, and Chat teams, stay close to the work, and drive frontline performance across customer satisfaction, quality, service levels, resolution quality, and productivity.
• Develop CX leadership — coach Managers, set clear expectations, and build accountability for team performance and customer outcomes.
• Serve as an escalation point — help resolve high-priority customer and internal escalations, bringing sound judgment, urgency, and clear communication to complex issues.
• Improve tools, workflows, and channel execution — use product knowledge, customer feedback, quality findings, and performance data to improve operating routines, resolve cross-channel trade-offs, and partner with CX Operations, CX Specialized teams, AI, Product Operations, Product, Engineering, Risk, and other stakeholders on better workflows and automation opportunities.
• Challenge how we operate — evaluate whether our metrics, workflows, team structures, training, and operating model meet today’s customer and business needs. Bring a founder mindset by questioning assumptions, testing new approaches, and helping the organization evolve.
• Shape the AI-powered future of CX — define how CX should evolve as Ramp grows, including how managers lead, how frontline teams use AI and automation, where specialization improves the customer experience, and where human judgment should be elevated.
• Turn strategy and emerging opportunities into scalable operations — translate department priorities and new business areas into clear channel plans, repeatable processes, strong change management, and high adoption across Phone, Email, and Chat.

Skills

Leadership

CX Operations

AI/Automation

Cross-functional collaboration

People management

Job description

Ramp is seeking a Director to helm its omni-channel customer experience, leading Phone, Email, and Chat operations in a 24/7 environment. You’ll ensure coverage, set senior-level priorities, and drive outcomes across quality, speed, and satisfaction.

Close collaboration with CXOps, AI, Product, and engineering teams will shape workflows and AI-powered processes that scale with Ramp’s growth. You will develop managers, define operating routines, translate strategy into actionable plans, and