# Director, Customer Experience

**Company:** [Ramp](https://hotfix.jobs/companies/ramp)
**Location:** New York, NY, San Francisco, CA
**Role:** Customer Success
**Salary:** $190k – $290k/yr
**Experience:** 8+ years
**Skills:** Customer Experience Operations, Phone Support, Email Support, Chat Support, AI, Automation, Workflow Tooling, Performance Management, Change Management, Cross-Functional Collaboration, Fintech, Product Operations
**Posted:** 2026-08-20

> Leads Phone, Email, and Chat customer experience operations in a 24/7 environment, developing managers, improving performance, and scaling AI-enabled workflows. Requires experience leading complex operational teams, strong analytical and communication skills, and a high-ownership approach to customer-facing operations.

## Job Description

## Responsibilities
- Lead Phone, Email, and Chat teams within a 24/7 customer operation.
- Drive performance across customer satisfaction, quality, service levels, resolution quality, and productivity.
- Coach managers, set expectations, and build accountability for team performance and customer outcomes.
- Serve as an escalation point for high-priority customer and internal issues.
- Improve tools, workflows, operating routines, and cross-channel execution using customer feedback, quality findings, product knowledge, and performance data.
- Partner with CX Operations, specialized CX teams, AI, Product Operations, Product, Engineering, Risk, and other stakeholders on workflows and automation.
- Shape AI and automation use in customer experience, including where specialization and human judgment add value.
- Translate strategy and emerging opportunities into scalable channel plans, repeatable processes, change management, and adoption.

## Requirements
- Experience leading large, complex operational teams in a fast-paced environment.
- Experience improving customer-facing operations through analysis, strategic problem-solving, and execution.
- Strong learning agility and high-ownership operating experience.
- Empathetic, direct leadership style with a high bar for performance, quality, ownership, and follow-through.
- Strong written and verbal communication skills.
- Experience using AI, automation, or workflow tooling to transform customer and team experiences.
- Ability to connect customer needs, product complexity, frontline workflows, and company priorities.

## Nice to Haves
- Experience leading multiple customer-facing channels, including Phone, Email, or Chat.
- FinTech, financial services, or other complex regulated-environment experience.
- Experience partnering with operations, product, or tooling teams on customer-facing workflows.
- Experience scaling customer operations at a high-growth startup.

## Compensation and Benefits
- Base salary for candidates in New York City or San Francisco: **$220,000–$290,000**.
- Base salary for candidates in other locations: **$190,000–$260,000**.
- Flexible PTO.
- Home-office equipment ordering.
- Health and wellness stipend.
- Intra-office travel budget.
- Weekly coffee stipend.
- Medical, dental, and vision insurance coverage in the United States.
- One Medical annual membership.
- 401(k) with employer match.
- Fertility HRA.
- Paid parental leave.
- Pet insurance.
- In-office perks and relocation expense coverage to NYC or SF.

## Similar jobs

- [Director, Member Experience](https://hotfix.jobs/jobs/8208795d-2a6e-4a22-ba86-813fa2a1850a) - Collective Intelligence Project - San Francisco, CA - $210k – $240k/yr
- [Customer Strategy Director, Ecosystem Programs](https://hotfix.jobs/jobs/a1175af1-1e5b-4804-b0dd-d048024e1d86) - Faro Health - Remote - $166k – $196k/yr
- [Director of Customer Success](https://hotfix.jobs/jobs/d0b152c2-2ea4-4b50-b22a-93e1c066a5bf) - Sprig - San Francisco, CA - $220k – $260k/yr
- [Director, Client Success](https://hotfix.jobs/jobs/052f861e-d0f2-4787-905d-656e0177e469) - Luxury Presence - Austin, TX - $160k – $190k/yr
- [Director, Global Developer Success](https://hotfix.jobs/jobs/86e8ba48-292f-4afb-91d3-d89f9a3b245e) - Temporal - Remote - $220k – $270k/yr

**Apply:** https://hotfix.jobs/jobs/ed42a8cf-a41d-4845-a0b0-22074e27a853
**Canonical:** https://hotfix.jobs/jobs/ed42a8cf-a41d-4845-a0b0-22074e27a853