Ramp
Director, Customer Experience
New York, NY (HQ) · Director · Full-time
Sponsorship not specified$220k-$290kDetected 16 days ago
AccountingVendor ManagementProcurementLeadershipCommunicationProblem Solving
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odds of building a lasting career here
61Sponsors, lottery-bound
Cap-exempt (no lottery)0
Sponsors this role90
Entry-level history0
PERM / green-card track0
Lottery odds (Level IV)94
Fits your clock70
Sponsors, but it's cap-subject — you still face the weighted lottery (~61% per draw at Level IV). Good if you win; have a cap-exempt backup on your list.
Lottery odds assume a STEM candidate.
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About the role
- Ramp's customer base is scaling rapidly, spanning more businesses, more users, and more use cases across increasingly complex finance operations.
- 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.
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.
- 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.
- 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.
- you learn new domains quickly, move through ambiguity, and build structure without waiting for perfect information.
- An empathetic, direct leadership style that develops people while holding a high personal and team bar for performance, quality, ownership, and follow-through.
Requirements
- traditional support experience is valuable but not required.
- Experience as a leader who has managed large, complex operational teams in a fast-paced environment
Compensation
- For candidates located in New York City or San Francisco, the base salary range for this role is $220,000-$290,000. For candidates located in all other locations, the base salary range will be between $190,000-$260,000.
- One Medical annual membership
- Fertility HRA (up to $10,000 per year)
- Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay
Benefits
- Centralized home-office equipment ordering
- Health and wellness stipend
- Weekly coffee stipend
- 100% medical, dental & vision insurance coverage for you, with partial coverage for dependents
- One Medical annual membership
- Relocation expense coverage to NYC or SF (if needed)
- Group medical, dental, and vision coverage through Sun Life
Company info
- ABOUT THE ROLE Ramp wins when our customers win.
- 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.
- Ramp wins when our customers win.
- 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.
- If 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 you.
- We are hiring a Director to lead a critical part of our omni-channel
This listing is sourced directly from Ramp's careers page and normalized into a canonical job model.