Director, Omni-Channel CX & AI-Driven Support

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

Benefits offered by this job

Health insurance

401(k) with employer match

Relocation assistance to NYC or SF

Fertility HRA

Parental leave

Job summary

Ramp is seeking a Director to lead a critical part of our omni-channel Customer Experience organization, covering Phone, Email, and Chat. You will guide a 24/7 operation, ensuring coverage, leadership, and customer satisfaction, while partnering with CX Operations, AI, Product, and Engineering to drive measurable improvements.

You will develop managers, translate strategy into clear priorities, and build scalable processes that improve speed, quality, and outcomes for customers and teams.

Qualifications

• Proven experience leading large, complex operational teams.
• Strong analytics and problem-solving with a data-driven mindset.
• Ability to translate strategy into actionable plans.
• Startup or high-ownership operating experience.

Responsibilities

• Own day-to-day channel execution for Phone, Email, and Chat.
• Develop CX leadership by coaching managers and setting expectations.
• Resolve high-priority escalations with sound judgment.
• Improve tools, workflows, and cross-channel collaboration.
• Shape the AI-powered future of CX and automation.
• Turn strategy into scalable, repeatable operations.

Skills

Leadership

Operations management

CX / Customer Support

AI / automation

Job description

Ramp is seeking a Director to lead a critical part of our omni-channel Customer Experience organization, covering Phone, Email, and Chat. You will guide a 24/7 operation, ensuring coverage, leadership, and customer satisfaction, while partnering with CX Operations, AI, Product, and Engineering to drive measurable improvements.

You will develop managers, translate strategy into clear priorities, and build scalable processes that improve speed, quality, and outcomes for customers and teams.