Director of Customer Experience

We are hiring a Director to lead a critical part of our omni-channel Customer Experience organization: the teams and leaders serving customers across Phone, Email, and Chat. You will lead within a 24/7 customer operation, ensuring the right coverage, leadership, and customer experience across channels This role is accountable for the performance of its channel portfolio, helping customers get the right answer quickly and delivering consistent results across quality, speed, productivity, and customer satisfaction The role combines direct leadership of channel teams with close partnership across CX Operations, CX Specialized teams, CX AI Ops, and Product Operations. You will develop strong managers and frontline teams, create real accountability, and stay close enough to the work to understand where customers and teams are getting stuck You will translate the department’s direction into clear priorities, stronger operating routines, and measurable improvements across Phone, Email, and Chat Because Ramp’s CX team sits within the Product organization, this role has close ties to the technical teams and products our customers use every day. That proximity gives CX a unique opportunity to turn frontline insight into better workflows, stronger product feedback loops, and an AI-powered way of working You will help define how managers lead, how frontline teams use AI and automation, where human judgment matters most, how channels work together, and how CX scales through Ramp’s next chapter 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 whether our metrics, workflows, team structures, training, and operating model meet today’s customer and business needs. Bring a founder mindset by questioning assumptions, testing new approaches, and helping the organization evolve Shape the AI-powered future of CX — define how CX should evolve as Ramp grows, including how managers lead, how frontline teams use AI and automation, where specialization improves the customer experience, and where human judgment should be elevated Turn strategy and emerging opportunities into scalable operations — translate department priorities and new business areas into clear channel plans, repeatable processes, strong change management, and high adoption across Phone, Email, and Chat Benefits Comprehensive medical, dental, and vision insurance One Medical Membership 401(k) including an employer match Unlimited PTO Parental leave Monthly wellness stipend WFH stipend Relocation support to move to NYC Pet Insurance This role is a strong fit for a thoughtful, hands-on leader who learns quickly, raises the bar, and makes clear decisions in a fast-changing environment. You are comfortable owning the day-to-day, rolling up your sleeves to understand the work and the product deeply, developing people, setting high standards, and turning complex problems into clear plans that improve outcomes for customers and teamsIf you love building high-performing teams, solving hard operational problems, and helping customers win through rapid product, business, and AI-driven change, this role is for youA builder mentality around technology and operations, with experience using AI, automation, or workflow tooling to transform the customer and team experience and drive changes from idea to adoptionA record of improving customer-facing operations through rigorous analysis, strategic problem solving, and strong execution, including finding practical solutions to complex problems others may missCuriosity about the business behind the support motion, with the ability to connect customer needs, product complexity, frontline workflows, and company prioritiesExperience as a leader who has managed large, complex operational teams in a fast-paced environment; traditional support experience is valuable but not requiredAn empathetic, direct leadership style that develops people while holding a high personal and team bar for performance, quality, ownership, and follow-throughStrong written and verbal communication, including the ability to align teams and cross-functional partners around difficult decisionsExceptional learning agility and horsepower, with startup or similarly high-ownership operating experience; you learn new domains quickly, move through ambiguity, and build structure without waiting for perfect informationExperience leading multiple customer-facing channels, such as Phone, Email, Chat, or other real-time and asynchronous support operationsExperience in FinTech, financial services, or another complex, highly regulated environmentExperience partnering with operations, product, or tooling teams to improve customer-facing workflows across multiple teamsExperience scaling customer operations at a high-growth startup #J-18808-Ljbffr Ramp