Associate Manager Customer Experience

�

� Description

• • Own the frontline of Ramp’s award-winning Customer Experience organization—leading a squad of phone-first support agents who are the human voice behind the fastest-growing corporate card and bill-pay platform in America.
• • Drive daily execution against Ramp’s four core CX pillars: speed (sub-60-second phone pickup), accuracy (99.5 % QA pass rate), empathy (CSAT ≥ 93 %), and productivity (≥ 25 resolved cases per agent per day). You will set weekly targets, run real-time dashboards, and intervene the moment any metric slips.
• • Coach, mentor, and level-up 8-12 agents through weekly 1:1s, live call-shadowing, and data-driven feedback loops. Translate QA scorecards and customer-verbatim comments into individualized development plans that turn new hires into power users within 90 days.
• • Act as the escalation point for complex card declines, multi-leg travel re-bookings, and high-value vendor payment failures—resolving issues live on the phone while modeling the tone, product knowledge, and de-escalation tactics you expect from your team.
• • Own end-to-end quality assurance for your pod: design rubrics, grade at least 15 cases per agent per week, facilitate group calibration sessions, and publish “voice of the customer” insights that influence Product, Risk, and Engineering roadmaps.
• • Partner with CX Operations to pilot AI-driven workflows (auto-receipt matching, smart routing, macro suggestions) and measure impact on handle time, first-contact resolution, and agent satisfaction. You will be the first to test new features and the loudest advocate for agent-friendly iteration.
• • Build and maintain a 24/7 coverage model that balances service levels with agent well-being—forecasting volume, scheduling shifts, approving PTO, and mobilizing surge staffing during product launches or month-end close spikes.
• • Champion a culture of recognition and psychological safety: run monthly shout-out boards, peer-nominated awards, and “fail-fast” retros where agents feel safe sharing misses and proposing fixes.
• • Translate customer pain points into cross-functional action. You will file Jira tickets, sit in sprint reviews with Engineering, and present quarterly business reviews to senior leadership showing how frontline insights reduced churn or unlocked upsell opportunities.
• • Stay hands-on—jumping into the queue at least 5 hours per week to keep your product knowledge razor-sharp, test new IVR flows, and ensure every process you design works under real-world pressure.
• • Lead through change at startup speed. When Ramp ships a new expense policy engine or launches in Canada overnight, you will craft launch comms, run 15-minute stand-ups, and monitor adoption metrics until the team is fluent.
• • Model Ramp’s values: “Act like an owner,” “Question the default,” and “Win as a team.” Your leadership style balances high accountability with genuine care, ensuring every agent leaves a shift feeling both stretched and supported.