Director, AI-Driven CX & Channel Operations

Ramp Corp.; New York (NY); On-site; USD 220,000 - 290,000; Full time

Benefits offered by this job

Flexible PTO

Home-office setup

Health stipend

Travel budget

Coffee stipend

Relocation assistance

Job summary

Ramp Corp. is seeking a Director to lead a 24/7 omni-channel Customer Experience organization, spanning Phone, Email, and Chat.

You will partner with CX Operations, AI, Product, and Engineering to deliver consistent, high‑quality customer outcomes at scale in a fast‑growing fintech environment. You will develop leaders, translate strategy into executable channel plans, and shape an AI-powered future for CX while maintaining a founder mindset.

Qualifications

• Experience leading large, complex operational teams in a fast-paced environment.
• Strong learning agility and startup/high-ownership operating experience.
• Proven track record improving customer-facing operations through analysis and execution.
• Empathetic, direct leadership developing people while maintaining high performance.
• Strong written and verbal communication to align teams and partners.
• Builder mentality with experience using AI/automation to transform CX workflows.
• Curiosity about business impact of customer needs and product complexity.

Responsibilities

• Own day-to-day channel execution across Phone, Email, and Chat to drive satisfaction, quality, and productivity.
• Develop CX leadership by coaching managers and building accountability.
• Serve as escalation point for high-priority issues with clear communication.
• Improve tools, workflows, and channel execution using feedback and performance data.
• Challenge operating models and implement scalable, high-adoption processes.
• Shape the AI-powered future of CX and define how teams use AI and automation.
• Turn strategy into scalable operations with clear channel plans and change management.

Skills

Leadership

Learning agility

Analytical thinking

Communication

Cross-functional collaboration

AI/Automation

Job description

Ramp Corp. is seeking a Director to lead a 24/7 omni-channel Customer Experience organization, spanning Phone, Email, and Chat.

You will partner with CX Operations, AI, Product, and Engineering to deliver consistent, high‑quality customer outcomes at scale in a fast‑growing fintech environment. You will develop leaders, translate strategy into executable channel plans, and shape an AI-powered future for CX while maintaining a founder mindset.