Director of AI-Powered Customer Experience

Ramp; New York (NY); On-site; USD 220,000 - 290,000; 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

Job summary

Ramp is building an omni-channel CX organization and seeks a Director to lead Phone, Email, and Chat teams within a 24/7 operation. You’ll drive coverage, leadership, and customer experience across channels, partnering with CX Operations, AI, Product, and Engineering to improve workflows and outcomes.

You will develop managers, set clear expectations, and translate strategy into actionable priorities that raise quality, speed, and satisfaction while scaling Ramp’s CX for rapid growth.

Qualifications

• Experience leading large, complex operational teams in a fast-paced environment.
• Exceptional learning agility and startup-level ownership in unfamiliar domains.
• Proven track record improving customer-facing operations through analysis and execution.
• Empathetic, direct leadership style that develops people while maintaining high standards.
• Strong written and verbal communication to align cross-functional partners.
• Builder mentality around technology, automation, and workflows.
• Curiosity about the business behind the support motion and product priorities.

Responsibilities

• Own day-to-day channel execution for Phone, Email, and Chat teams and drive frontline performance.
• Develop CX leadership by coaching managers and creating accountability.
• Serve as escalation point to resolve high-priority customer and internal issues.
• Improve tools, workflows, and channel execution with data-driven improvements.
• Challenge operating models, ensure metrics and structures meet needs, and drive evolution.
• Shape the AI-powered future of CX, guiding how AI and automation are used.
• Translate priorities into scalable operations and repeatable channel plans.

Skills

Leadership

Learning agility

Operational analytics

Customer experience

Cross-functionalCollaboration

Strategic thinking

Communication skills

Job description

Ramp is building an omni-channel CX organization and seeks a Director to lead Phone, Email, and Chat teams within a 24/7 operation. You’ll drive coverage, leadership, and customer experience across channels, partnering with CX Operations, AI, Product, and Engineering to improve workflows and outcomes.

You will develop managers, set clear expectations, and translate strategy into actionable priorities that raise quality, speed, and satisfaction while scaling Ramp’s CX for rapid growth.