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Ramp3 days ago

Director, Customer Experience

Salary not specified
Полная занятостьУдалёнка

Responsibilities

  • 01Own 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
  • 02Develop CX leadership — coach Managers, set clear expectations, and build accountability for team performance and customer outcomes
  • 03Serve as an escalation point — help resolve high-priority customer and internal escalations, bringing sound judgment, urgency, and clear communication to complex issues
  • 04Improve 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
  • 05Challenge how we operate — evaluate whether our metrics, workflows, team structures, training, and operating model meet today’s customer and business needs
  • 06Shape 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
  • 07Turn 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

Requirements

  • 01Experience as a leader who has managed large, complex operational teams in a fast-paced environment; traditional support experience is valuable but not required
  • 02Exceptional 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 information
  • 03A record of improving customer-facing operations through rigorous analysis, strategic problem solving, and strong execution, including finding practical solutions