Director, Customer Experience

About the role

Ramp is seeking a Director to lead its omni‑channel Customer Experience organization, overseeing Phone, Email, and Chat teams within a 24/7 operation. The role blends direct leadership with close partnership across CX Operations, AI Ops, and Product teams to drive consistent, high‑quality customer outcomes.

Key responsibilities

• Own day‑to‑day execution of Phone, Email, and Chat channels, driving performance metrics such as satisfaction, quality, service levels, and productivity.
• Develop CX leadership by coaching managers, setting clear expectations, and building accountability.
• Serve as an escalation point for high‑priority customer and internal issues, providing sound judgment and clear communication.
• Improve tools, workflows, and channel execution using product knowledge, customer feedback, and performance data.
• Challenge existing metrics, workflows, and team structures to ensure they meet current customer and business needs.
• Shape the AI‑powered future of CX, defining how automation and human judgment are balanced.
• Translate strategy into scalable operations, creating repeatable processes and strong change management across channels.

Required profile

• Proven leadership of large, complex operational teams in fast‑paced environments.
• Exceptional learning agility with startup or high‑ownership experience.
• Track record of improving customer‑facing operations through analysis, problem solving, and execution.
• Empathetic, direct leadership style that develops people while maintaining high performance standards.
• Strong written and verbal communication to align cross‑functional partners.
• Builder mentality with experience using AI, automation, or workflow tooling to transform CX.

Required skills

• Experience with AI and automation tools in customer support contexts.
• Ability to analyze performance data and translate insights into operational improvements.

What we offer

• Base salary $220,000–$290,000 (NYC/SF) or $190,000–$260,000 elsewhere.
• Flexible PTO and home‑office equipment ordering.
• Comprehensive health, dental, and vision coverage.
• 401(k) with employer match.
• Fertility HRA, parental leave, pet insurance, and relocation assistance.