AI Operations Manager | Agentic CX

📋 Description

• • Own the end-to-end strategy, development, and scaling of AI-powered agents, tools, and workflows that enhance Ramp’s Customer Experience (CX) operations for millions of customers.
• • Build and deploy internal AI products—including Ramp Inspect, Ramp Glass, Ramp Research, Ramp Skills, and Dojo—to empower CX teams with automated, high-quality, and reliable decision-support systems.
• • Define and enforce standards for AI agent accuracy, quality, and human-AI collaboration, ensuring every customer interaction is seamless, proactive, and empowered.
• • Design and implement evaluation frameworks, dashboards, QA checks, and feedback loops to continuously improve the performance of customer-facing and internal AI systems.
• • Partner directly with engineering, data, product, and CX teams to solve foundational AI infrastructure challenges such as data reliability, shared skill management, and scalable AI operations.
• • Drive rapid adoption of AI tools across Ramp’s customer operations teams, ensuring the fastest industry-wide uptake and daily/weekly improvement in CX outcomes.
• • Translate complex technical AI capabilities into clear training, documentation, and internal communications to enable non-technical operators to actively contribute to AI system development and iteration.
• • Act as a bridge between technical teams and business functions (Sales, Finance, Risk, HR) to identify operational bottlenecks and deliver AI-powered solutions with urgency and precision.
• • Lead the external storytelling of Ramp’s AI CX innovations through customer pitches, conferences, and content, showcasing how internal AI systems deliver measurable customer value.
• • Maintain relentless customer obsession by centering all AI development on improving the experience of both external customers and internal operators.
• • Tackle ambiguous, high-stakes operational problems by defaulting to building prototypes and shipping solutions—not waiting for perfect conditions or permission.
• • Scale AI systems that anticipate customer issues before they arise, shifting from reactive to proactive customer engagement as Ramp grows globally and handles increasing transaction volumes.
• • Integrate AI agents into existing workflows using tools like Cursor, Claude Code, and Codex, ensuring seamless usability and minimal friction for end users.
• • Own the evolution of AI-powered operations roles, enabling CX and operations leaders to become active participants in shaping and improving AI systems, not just passive consumers.
• • Maintain coherence and simplicity in Ramp’s AI operating system across 50,000+ customers, ensuring systems remain fast, reliable, and scalable as complexity grows.
• • Use data and principles in tandem to make decisions: know when metrics indicate improvement and when human judgment must guide iteration.
• • Communicate effectively across technical and non-technical audiences, writing crisp documentation, running engaging training sessions, and translating AI capabilities into business outcomes.
• • Contribute to the commercialization of internal AI work by identifying opportunities to turn operational learnings into customer-facing AI products, such as AI spend management or AI-driven CX agents.