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About the Role

Ramp is seeking a Director to lead a critical part of its omni-channel Customer Experience organization, focusing on teams and leaders serving customers across Phone, Email, and Chat. This role is accountable for the performance of its channel portfolio, ensuring customers receive the right answers quickly and delivering consistent results across quality, speed, productivity, and customer satisfaction. The position combines direct leadership of channel teams with close partnership across various CX and Product Operations teams. It is ideal for a thoughtful, hands-on leader who learns quickly, raises the bar, and makes clear decisions in a fast-changing environment, with a passion for building high-performing teams and solving hard operational problems.

Responsibilities

Own day-to-day channel execution, leading Phone, Email, and Chat teams and driving frontline performance across customer satisfaction, quality, service levels, resolution quality, and productivity.
Develop CX leadership by coaching Managers, setting clear expectations, and building accountability for team performance and customer outcomes.
Serve as an escalation point for high-priority customer and internal escalations, applying sound judgment, urgency, and clear communication.
Improve tools, workflows, and channel execution by leveraging product knowledge, customer feedback, quality findings, and performance data.
Challenge current operating models by evaluating metrics, workflows, team structures, training, and operating models to meet customer and business needs.
Shape the AI-powered future of CX by defining how CX should evolve, including manager leadership, frontline AI/automation use, specialization, and the role of human judgment.
Translate strategy and emerging opportunities into scalable operations by developing clear channel plans, repeatable processes, strong change management, and high adoption.

Requirements

Experience as a leader managing large, complex operational teams in a fast-paced environment.
Exceptional learning agility and horsepower, with startup or similarly high-ownership operating experience.
A record of improving customer-facing operations through rigorous analysis, strategic problem solving, and strong execution.
An empathetic, direct leadership style that develops people while holding a high personal and team bar for performance, quality, ownership, and follow-through.
Strong written and verbal communication skills, including the ability to align teams and cross-functional partners around difficult decisions.
A builder mentality around technology and operations, with experience using AI, automation, or workflow tooling to transform the customer and team experience.
Curiosity about the business behind the support motion, with the ability to connect customer needs, product complexity, frontline workflows, and company priorities.

Skills

AI
Automation
Workflow tooling
Customer experience
Leadership
Operational problem solving
Change management

Location

United States
New York City
San Francisco

Work Type

Full-time

Experience Level

Director

Salary/Compensations

$220,000–$290,000 (NYC/SF)
$190,000-$260,000 (Other locations)

Benefits

Flexible PTO
Centralized home-office equipment ordering
Health and wellness stipend
Budget for intra-office travel
Weekly coffee stipend
100% medical, dental & vision insurance coverage for you, with partial coverage for dependents (US)
One Medical annual membership (US)
401(k), including employer match (US)
Fertility HRA (up to $10,000 per year) (US)
Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay
Pet insurance (US)
In-office perks: lunch, snacks, drinks, and more (US)
Relocation expense coverage to NYC or SF (if needed)
Group medical, dental, and vision coverage through Sun Life (Canada)
Life, AD&D, and disability coverage (Canada)
Fertility drug coverage (up to $4,000 lifetime) (Canada)
Group Retirement Plan with employer match (RRSP + DPSP) (Canada)
Employee Assistance Program and virtual care through Lumino Health (Canada)
Private medical insurance through Freedom Elite (UK)
Virtual GP and at-home care via eMed x Livi (UK)
Workplace pension through Penfold, with salary sacrifice option (UK)

About the Company

Ramp is building the smart infrastructure for finance teams, embedded in the transaction flow of every dollar a business spends.
We automate how over $200B in annualized spend flows in and out of 70,000+ companies: authorizing payments, flagging risk, categorizing spend, and closing books.
The problems are high-stakes, data-dense, and unforgiving.
We hire people with high agency and high urgency, looking for slope over intercept.
At Ramp, everyone is a builder who owns problems end to end and makes consequential decisions that shape the outcome.
The median Ramp customer saves 5% and grows revenue 16% in their first year – far in excess of businesses operating without Ramp.
We believe every ambitious company deserves the same.
If you want to build systems that directly shape how companies move and manage billions, Ramp is the place to do it.

Equal Opportunity

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Beware of recruiting scams: Ramp will only contact you through official @Ramp.com email addresses and will never ask for payment or sensitive personal information during the hiring process.
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