Director, Customer Experience

Ramp
New York, San Francisco, United States
Workplace: HybridFull timeUSD 190,000 - 290,000 annuallyFunction: Customer Success & Account ManagementSkills: ["Leadership","Learning agility","Strategic problem solving","Communication","Ownership"]

Lead Ramp’s omni-channel Customer Experience organization, driving day-to-day performance across Phone, Email, and Chat within a 24/7 operating model. You’ll manage and develop leaders and frontline teams, own channel execution quality, speed, productivity, and customer satisfaction, and serve as an escalation point for high-priority issues. Partner closely with CX Operations, Specialized teams, AI Ops, Product Operations, and product/engineering stakeholders to improve workflows and scale AI-powered customer support.

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Ramp
Ramp
3 days ago

Director, Customer Experience

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Last checked: 11 hours agoStatus: Live

Job Summary

Lead Ramp’s omni-channel Customer Experience organization, driving day-to-day performance across Phone, Email, and Chat within a 24/7 operating model. You’ll manage and develop leaders and frontline teams, own channel execution quality, speed, productivity, and customer satisfaction, and serve as an escalation point for high-priority issues. Partner closely with CX Operations, Specialized teams, AI Ops, Product Operations, and product/engineering stakeholders to improve workflows and scale AI-powered customer support.
Location: New York, San Francisco, United States
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Director level

Key Responsibilities

  • •Own day-to-day channel execution by leading Phone, Email, and Chat teams and driving performance across 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 with sound judgment and clear communication.
  • •Improve tools, workflows, and channel execution using product knowledge, customer feedback, quality findings, and performance data to resolve cross-channel trade-offs and drive automation opportunities.
  • •Challenge and evolve CX operations by evaluating metrics, workflows, training, team structures, and operating models to meet changing customer and business needs.

Pay and Benefits

Salary: USD 190,000 - 290,000 annually
Perks:Paid LeaveHealth InsuranceDentalVision401kPet InsuranceParental Leave

Key Requirements

  • •Experience leading large, complex operational teams in a fast-paced environment; traditional support experience is valuable but not required.
  • •Exceptional learning agility to navigate ambiguity and build structure quickly in new domains.
  • •A proven record improving customer-facing operations using rigorous analysis, strategic problem solving, and strong execution.
  • •Empathetic, direct leadership that develops people while holding high standards for quality, ownership, and follow-through.
  • •Strong written and verbal communication to align teams and cross-functional partners around difficult decisions.
Experience:FintechFinancial servicesHigh-growth startup
Skills:LeadershipLearning agilityStrategic problem solvingCommunicationOwnership

Company Brief

Ramp
Provides an AI-enabled finance operations platform offering corporate cards, expense management, bill payments, procurement, travel, treasury, and automated accounting to help finance teams save time and money.
Industry: Fintech Infrastructure
Company Size: Enterprise (1,001+ employees)
Revenue: USD 500M to 1B
Growth: Scaleup
Valuation: Decacorn (USD 10B+)
Funding: Series E+
Headquarters: New York, United States
Founded: 2019
Glassdoor
Glassdoor: 4.2
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