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Ramp is building smart financial infrastructure for enterprise finance teams, automating how over $200B in annualized spend flows through 70,000+ companies. The company handles payment authorization, risk flagging, spend categorization, and accounting automation across cards, expense management, bill payments, procurement, and vendor management.
You will lead a critical omni-channel Customer Experience organization, managing Phone, Email, and Chat teams within a 24/7 global customer operation. This Director role combines direct leadership of channel teams with cross-functional partnership across CX Operations, CX Specialized teams, CX AI Ops, and Product Operations.
Key responsibilities include owning day-to-day channel execution and frontline performance across customer satisfaction, quality, service levels, and productivity. You will develop CX leadership by coaching managers, setting clear expectations, and building accountability. You'll serve as an escalation point for high-priority customer and internal issues, bringing sound judgment and clear communication to complex problems.
You will improve tools, workflows, and channel execution by leveraging product knowledge, customer feedback, quality findings, and performance data. You'll partner with CX Operations, Specialized teams, AI, Product Operations, Product, Engineering, Risk, and other stakeholders on better workflows and automation opportunities.
A core part of this role is challenging how the organization operates—evaluating metrics, workflows, team structures, training, and the operating model to ensure they meet current customer and business needs. You'll bring a founder mindset by questioning assumptions, testing new approaches, and helping the organization evolve.
You will shape the AI-powered future of CX by defining how the function should evolve as Ramp scales, including how managers lead, how frontline teams use AI and automation, where specialization improves customer experience, and where human judgment should be elevated.
The ideal candidate has experience leading large, complex operational teams in fast-paced environments. Traditional support experience is valuable but not required. You demonstrate exceptional learning agility and startup-level ownership, learning new domains quickly, moving through ambiguity, and building structure without perfect information. You have a proven record of improving customer-facing operations through rigorous analysis, strategic problem solving, and strong execution.
