Director, Customer Experience

📋 Description

• Lead omni-channel CX operations (Phone, Email, Chat) in a 24/7 environment
• Own channel performance across quality, speed, productivity, and customer satisfaction
• Develop and coach CX managers and frontline teams with clear accountability
• Collaborate with CX Operations, CX AI Ops, Product Ops, and Engineering on workflows and automation
• Define operating routines and scalable channel plans to support Ramp’s growth
• Shape the AI-powered future of CX and drive adoption of new tools

🎯 Requirements

• Experience leading large, complex operational teams in fast-paced settings
• Strong learning agility and ownership in startup-like environments
• Proven ability to analyze operations and solve problems with practical solutions
• Empathetic, direct leadership style with high performance standards
• Excellent written and verbal communication; cross-functional alignment
• Builder mentality with AI, automation, or workflow tooling experience

🎁 Benefits

• Global benefits for full-time employees (medical, dental, vision)
• Flexible PTO and home-office stipend
• Relocation assistance to NYC or SF if needed
• Company-paid memberships and wellness programs
• In-office perks where applicable
• Parental leave and family-friendly policies