Director, AI-Driven CX & Omnichannel Operations

Precision Labs; New York (NY); Hybrid; USD 190,000 - 290,000; Full time

Benefits offered by this job

Flexible PTO

Home-office equipment stipend

Health and wellness stipend

Travel stipend

Weekly coffee stipend

Job summary

Ramp is seeking a Director to lead the omni-channel Customer Experience organization, overseeing Phone, Email, and Chat. You will build and mentor managers, translate strategy into priorities, and ensure high standards of quality, speed, and customer satisfaction across channels.

You will partner with CX Operations, AI, Product, and Engineering to drive impactful improvements. You will shape how AI and automation augment frontline teams, turning insights into better workflows and measurable

Qualifications

• Experience leading large, complex operational teams in a fast-paced setting.
• Proven ability to learn new domains quickly and build structure from ambiguity.
• Strong track record of improving customer-facing operations through analysis and execution.
• Empathetic, direct leadership that develops people while maintaining high standards.
• Excellent written and verbal communication to align cross-functional partners.
• Experience leveraging AI, automation, or workflow tools to transform experiences.
• Curiosity about the business behind support motions and product priorities.

Responsibilities

• Own day-to-day channel execution across Phone, Email, and Chat, driving satisfaction, quality, and productivity.
• Develop CX leadership by coaching managers and setting clear expectations.
• Serve as escalation point for high-priority customer and internal issues with sound judgment.
• Improve tools, workflows, and channel execution using data and feedback in collaboration with multiple teams.
• Evaluate and evolve metrics, workflows, and structures to meet evolving customer needs.
• Shape the AI-powered future of CX and how frontline teams use automation and AI in practice.
• Turn strategy into scalable operations with repeatable processes and broad adoption across channels.

Skills

Leadership

Learning agility

Analytical problem solving

Empathetic leadership

Communication

Builder mentality

Curiosity about business

Job description

Ramp is seeking a Director to lead the omni-channel Customer Experience organization, overseeing Phone, Email, and Chat. You will build and mentor managers, translate strategy into priorities, and ensure high standards of quality, speed, and customer satisfaction across channels.

You will partner with CX Operations, AI, Product, and Engineering to drive impactful improvements. You will shape how AI and automation augment frontline teams, turning insights into better workflows and measurable