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Director, Customer Experience

Ramp· Customer Experience
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Hybrid (New York, NY (HQ)), Hybrid (San Francisco, CA), Hybrid (Remote (US))$190k - $290kFull-timePosted 2mo ago

About the role

Director-level leadership role overseeing omni-channel customer experience (Phone, Email, Chat) within Ramp’s 24/7 customer operation. Responsible for channel performance, leadership development, cross-functional collaboration, and shaping AI-powered CX strategies and operations across multiple teams and products.

Responsibilities

  • Own day-to-day channel execution — lead Phone, Email, and Chat teams, stay close to the work, and drive frontline performance across customer satisfaction, quality, service levels, resolution quality, and productivity.
  • Develop CX leadership — coach Managers, set clear expectations, and build accountability for team performance and customer outcomes.
  • Serve as an escalation point — help resolve high-priority customer and internal escalations, bringing sound judgment, urgency, and clear communication to complex issues.
  • Improve tools, workflows, and channel execution — use product knowledge, customer feedback, quality findings, and performance data to improve operating routines, resolve cross-channel trade-offs, and partner with CX Operations, CX Specialized teams, AI, Product Operations, Product, Engineering, Risk, and other stakeholders on better workflows and automation opportunities.
  • Challenge how we operate — evaluate metrics, workflows, team structures, training, and operating model; question assumptions, test new approaches, and evolve the organization.
  • Shape the AI-powered future of CX — define how CX should evolve with AI and automation, including leadership, frontline usage, specialization, and where human judgment matters.
  • Turn strategy and emerging opportunities into scalable operations — translate department priorities into channel plans, repeatable processes, change management, and adoption across Phone, Email, and Chat.

Qualifications

  • Experience as a leader who has managed large, complex operational teams in a fast-paced environment; traditional support experience is valuable but not required.
  • 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 maintaining high performance standards.
  • Strong written and verbal communication with cross-functional alignment skills.
  • 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, connecting customer needs, product complexity, frontline workflows, and company priorities.

Skills

Required:Channel leadershipPeople leadershipCross-functional collaboration
Nice to have:AI/Automation in CX

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 for you (US) with partial coverage for dependents
  • One Medical annual membership
  • 401(k) with employer match
  • Fertility HRA (up to $10,000/year)
  • Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay
  • Pet insurance
  • In-office perks: lunch, snacks, drinks, and more
  • Relocation expense coverage to NYC or SF (if needed)
  • Group medical, dental, and vision coverage (Canada)
  • Life, AD&D, and disability coverage (Canada)
  • Fertility drug coverage (Canada)
  • Group Retirement Plan with employer match (Canada)
  • Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay (Canada)
  • Employee Assistance Program and virtual care (Canada)
  • Private medical insurance (UK)
  • Virtual GP and at-home care (UK)
  • Workplace pension with salary sacrifice (UK)
  • Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay (UK)
Last updated Aug 27, 2026. Interested? Apply on the company site.
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About Ramp

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