Director of AI-Driven Customer Experience

Ramp; United States; On-site; USD 190,000 - 290,000; Full time

Benefits offered by this job

Flexible PTO

Health and wellness stipend

401(k) with employer match

Relocation to NYC or SF

In-office perks: lunch and snacks

Job summary

Ramp is hiring a Director to lead a critical part of our omni‑channel Customer Experience organization. You will manage teams across Phone, Email, and Chat in a 24/7 operation, ensuring coverage, leadership, and a best-in-class customer experience with focus on quality, speed, and satisfaction.

The role collaborates with CX Operations, AI Ops, and Product Operations, driving frontline teams, accountability, and scalable improvements while partnering with Product, Engineering, and Risk.

Qualifications

• Proven track record leading large, complex operational teams in fast-paced environments.
• Strong ability to analyze data, identify improvements, and implement scalable processes.
• Experience building and guiding multi-channel customer operations (Phone, Email, Chat).
• Comfort with AI and automation to improve workflows and outcomes.

Responsibilities

• Own day-to-day channel execution for 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.
• Improve tools, workflows, and channel execution with data-driven decisions.
• Evaluate and adapt metrics, workflows, and team structures to meet evolving needs.
• Shape the AI-powered future of CX and how frontline teams use automation.
• Translate strategy into scalable operations and drive adoption across channels.

Skills

People leadership

Operational excellence

Analytical thinking

Clear communication

AI/automation experience

Cross-functional collaboration

Job description

Ramp is hiring a Director to lead a critical part of our omni‑channel Customer Experience organization. You will manage teams across Phone, Email, and Chat in a 24/7 operation, ensuring coverage, leadership, and a best-in-class customer experience with focus on quality, speed, and satisfaction.

The role collaborates with CX Operations, AI Ops, and Product Operations, driving frontline teams, accountability, and scalable improvements while partnering with Product, Engineering, and Risk.