AI Operations Manager | Agentic CX

What You'll Do

• Build and ship AI agents and platforms that make Ramp’s customer experience motions faster, higher quality, and more reliable.
• Own the development and deployment of internal AI products, agents, and automations.
• Ensure Ramp’s CX team is adopting AI-powered workflows at the fastest rate in the industry and that the customer-facing AI CX motion improves every day or week.
• Keep the customer at the center of our AI building efforts. Define the standards of quality and accuracy and how AI agents and human operators should divide and conquer to ensure every customer feels supported and empowered through our CX motions, both reactive and proactive.
• Define the future of AI-powered operations and roles in the CX context. Ensure our operations teams and operations leaders are enabled to leverage the internal AI stack (Ramp Inspect, Ramp Glass/Claude Code, CX Agents, Ramp Research, Ramp Skills, etc.), and become active participants in shipping and improving those systems.
• Own evaluation and iteration. Define frameworks to measure AI agent and tool performance. Build dashboards, eval systems, QA checks, and feedback systems that keep internal and external AI products improving continuously.
• Tackle foundational AI infrastructure challenges. Partner with engineering on AI data reliability, managing shared AI skills at scale, and solving the hard operational and technical problems.
• Tell the story externally. Help package and communicate Ramp's AI CX journey through customer pitches, conferences, and content.

What You Need

• 5+ years in product management, applied AI, product operations, or a hybrid builder role where you shipped AI-powered products or systems at scale.
• Deep hands-on experience building with AI: prototyped, shipped, and iterated on AI tools, agents, or workflows.
• Technical fluency with modern AI coding harnesses (Cursor, Claude Code, Codex).
• Working knowledge of core LLM concepts and systems (prompting, fine-tuning, embeddings, retrieval, evaluation) and the judgment to translate these into reliable, user-facing products.
• Operational empathy: partner with sales, CX, finance, risk, and other business teams to understand challenges and deliver rapid AI-powered solutions.
• Customer obsession - demonstrated ability to keep the customer front and center when building technical systems.
• Strong communicator who can write crisp docs, run engaging internal training, and translate between technical and non-technical audiences.
• Fluency in data and AI evals.
• Self-starter with high ownership, comfortable with autonomy and ambiguity.

Nice-to-Haves

• Experience managing small teams of technical or operational professionals.
• Experience at high-growth startups, especially in fintech, enterprise SaaS.
• Prior experience in internal enablement, change management, or rolling out new tools and workflows.
• Familiarity with departmental workflows in operating teams (Sales, CX, Finance, Risk, HR, etc.).
• Curiosity about commercializing internal AI work: customer-facing AI agents, AI spend management.