Senior Manager, Customer Experience Strategy – Operations

Ramp

. Set organization-wide goals and measurement frameworks with the Head of CX and senior CX managers .

Posted 11/3/2026full-timeUnited StatesSenior💰 $147,000 - $215,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in AI transformation and operational execution within fast-growth environments, with a focus on developing effective CX strategies and performance management frameworks. Capable of leading cross-functional teams and translating AI capabilities into actionable workflows and training models.

Highest-signal resume keywords

AI Transformation ExperienceStrategic ExecutionTeam LeadershipAnalytical DepthCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance ManagementCapacity ModelingWorkflow DesignTraining Model DevelopmentCX Strategy ImplementationAI Agent EvaluationMetrics AnalysisOperational Problem DiagnosisIncentive DesignCustomer Quality Standards

Soft Skills

Intellectual HorsepowerNatural CuriositySound JudgmentHigh StandardsCollaboration

Industry Keywords

Customer ExperienceBusiness OperationsCX AnalyticsWorkforce ManagementAI OperationsFast-Growth BusinessContinuous ImprovementEscalation WorkflowsProduction AI AgentsOrganizational Design

About the role

Key responsibilities & impact

Set organization-wide goals and measurement frameworks with the Head of CX and senior CX managers
Deliver programs and projects that enable CX strategy
Define roles, workflows, and expectations for specialists and AI agents working together
Rebuild goals, incentives, and performance management around AI learning loops, escalations, and customer outcomes
Own global schedules, capacity, and quality for 24/7/365 multi-tier support
Build training models for specialists investigating issues, judging agent behavior, contributing fixes, and learning Ramp’s financial products
Translate AI capability changes into staffing, workflows, training, and performance expectations
Represent CX specialist insights to Product and Engineering using CX data
Collaborate on tooling, prompts, and agent behavior while Product and Engineering own the roadmap
Develop leaders across Business Operations, CX Analytics, Workforce Management, Learning & Development, and CX AI Operations
Maintain excellent global support while transitioning to an AI-powered CX operating model
Enable other Ramp operations teams to adopt the successful CX model

Requirements

What you’ll need

Record of strategic and operational execution inside an operating unit or fast-growth business
Genuine AI transformation experience on the front lines within the last 18–24 months
Experience changing how a team’s work gets done and keeping the system running in production
Exceptional intellectual horsepower and natural curiosity, demonstrated through outstanding performance in demanding environments
Experience leading teams and developing reports
Sound judgment about organizational design, incentives, and performance management
Analytical depth, including building or auditing capacity models, challenging metrics, diagnosing operating problems, and reviewing AI agent sessions
Credibility with Product, Engineering, and Data teams
Ability to shape cross-functional priorities without a reporting line
High standards for customer quality and human accountability
Helpful: leadership spanning business operations, CX analytics, workforce management, learning and development, or AI operations
Helpful: experience with production AI agents, evaluations, escalation workflows, and continuous improvement
Helpful: experience scaling an operating model from one team to another

Benefits

Comp & perks

Flexible PTO
Centralized home-office equipment ordering
Health and wellness stipend
Budget for intra-office travel
Weekly coffee stipend
100% medical, dental & vision insurance coverage for you, with partial coverage for dependents (United States)
One Medical annual membership (United States)
401(k), including employer match on contributions made while employed by Ramp (United States)
Fertility HRA (up to $10,000 per year) (United States)
Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay (United States)
Pet insurance (United States)
In-office perks: lunch, snacks, drinks, and more (United States)
Relocation expense coverage to NYC or SF (if needed) (United States)
Group medical, dental, and vision coverage through Sun Life (Canada)
Life, AD&D, and disability coverage (Canada)
Fertility drug coverage (up to $4,000 lifetime) (Canada)
Group Retirement Plan with employer match (RRSP + DPSP) (Canada)
Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay, with additional time available at reduced pay (Canada)
Employee Assistance Program and virtual care through Lumino Health (Canada)
Private medical insurance through Freedom Elite (United Kingdom)
Virtual GP and at-home care via eMed x Livi (United Kingdom)
Workplace pension through Penfold, with salary sacrifice option (United Kingdom)
Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay with additional time available at reduced pay (United Kingdom)