Head of Product and Production

AI Operations Manager

As the AI Operations Manager at Ramp, you will own the strategy and execution for how AI transforms the way Ramp's Customer Experience teams and AI agents deliver for our millions of customers. You will build, ship, and scale AI-powered tools, agents, and workflows that make Ramp the most effective customer experience delivery company in the world, transforming both customer-facing agentic products and giving superpowers to our internal customer teams.

You'll sit at the intersection of customer experience, product management, applied AI engineering, and business operations as we define what a perfect "agentic" customer journey looks like, what the perfect human operator AI agent hybrid approach to customer experience looks like, and how we increasingly shift from reactive to proactive customer engagement by anticipating customer issues before they arise.

This role reports to the Head of Operations and AI and partners closely with our Head of CX and Ramp's CX, engineering, data, and go to market teams. It's ideal for someone who has shipped AI products at scale, is passionate about the future of operations work, and has a track record of getting real things built. Build and ship AI agents and platforms that make Ramp's customer experience motions faster, higher quality, and more reliable. Own the development and deployment of internal AI products, agents, and automations. Ensure Ramp's CX team is adopting AI-powered workflows at the fastest rate in the industry and that the customer-facing AI CX motion improves every day or week.

Keep the customer at the center of our AI building efforts. Define the standards of quality and accuracy and how AI agents and human operators should divide and conquer to ensure every customer feels supported and empowered through our CX motions, both reactive and proactive, even as the customer base and Ramp product suite rapidly grows and globalizes.

Define the future of AI-powered operations and roles in the CX context. Ensure our operations teams and operations leaders are enabled to not only leverage the internal AI stack (Ramp Inspect, Ramp Glass/Claude Code, CX Agents, Ramp Research, Ramp Skills, etc.), but also become active participants in shipping and improving those systems.

Define frameworks to measure AI agent and tool performance. Partner with engineering on AI data reliability, managing shared AI skills at scale, and solving the hard operational and technical problems underneath a truly AI-powered company.

Help package and communicate Ramp's AI CX journey through customer pitches, conferences, and content, finding ways to deliver the benefits of what we've built to our customers and the broader market.

5+ years in product management, applied AI, product operations, or a hybrid builder role where you shipped AI-powered products or systems at scale.

• Deep hands-on experience building with AI: you've prototyped, shipped, and iterated on AI tools, agents, or workflows, not just managed roadmaps about them. Technical fluency with modern AI coding harnesses (Cursor, Claude Code, Codex).
• Operational empathy: you can partner with sales, CX, finance, risk, and other business teams to deeply understand their challenges and deliver rapid AI-powered solutions.
• Customer obsession - demonstrated ability to keep the customer (internal or external) front and center when building technical systems.
• Strong communicator who can write crisp docs, run engaging internal training, and translate between deeply technical and non-technical audiences.
• Fluency in data and AI evals: you know when to trust numbers and when to lean on principles.
• You default to building, not asking for permission.

Familiarity with departmental workflows in operating teams (Sales, CX, Finance, Risk, HR, etc.).

Curiosity about commercializing internal AI work: customer-facing AI agents, AI spend management, or turning operational learnings into product.

You lean toward AI research or building models rather than applied AI work.

You're not excited about building for and transforming the work of internal operators alongside external customers.

Ramp Research — a home-grown Snowflake research tool fully integrated into Glass, giving anyone at the company the ability to query and synthesize data without needing an engineer

Ramp Inspect — our home-built coding agent that has enabled 50% of all human-initiated PRs on the production codebase, shipping thousands of changes per month without writing a line of code from scratch

Dojo — a marketplace of shared AI skills, where employees package their best workflows into reusable building blocks that the whole company can leverage

Ramp's AI Operating System — a talk from our Head of Operations and Internal AI on how we've kept things simple, coherent, and fast while scaling to 50,000+ customers