AI Operations Manager | Agentic CX

## About the Role As AI Operations Manager at Ramp, you will be at the forefront of transforming customer experience through AI. You will own the strategy and execution of AI-powered tools, agents, and workflows that enhance the customer journey. Your work will have a direct impact on Ramp's ability to deliver exceptional customer experience, making it a leader in the fintech industry.

The role involves working closely with various teams, including customer experience, product management, applied AI engineering, and business operations. You will be responsible for defining what a perfect 'agentic' customer journey looks like and how to achieve it through the strategic use of AI. This is a unique opportunity to make a significant contribution to the future of customer experience at Ramp.

You will report to the Head of Operations and AI, ensuring that your work is aligned with the company's overall strategy and goals. Your ability to collaborate with cross-functional teams, including CX, engineering, data, and go-to-market teams, will be crucial to your success in this role.

## What You Will Do - Build and ship AI agents and platforms that improve customer experience motions, making them faster, higher quality, and more reliable - Own the development and deployment of internal AI products, agents, and automations - Ensure the adoption of AI-powered workflows by the CX team at an industry-leading pace - Define standards of quality and accuracy for AI agents and human operators - Develop strategies for dividing tasks between AI agents and human operators to ensure seamless customer support - Define the future of AI-powered operations and roles in the CX context - Partner with engineering to tackle foundational AI infrastructure challenges - Develop frameworks to measure AI agent and tool performance - Build dashboards, evaluation systems, QA checks, and feedback systems for continuous improvement - Communicate Ramp's AI story externally, packaging and presenting the company's AI capabilities

## What We Are Looking For - Experience in AI operations, with a track record of shipping AI products at scale - Strong background in customer experience and AI engineering - Ability to work at the intersection of customer experience, product management, applied AI engineering, and business operations - Experience in defining and executing AI strategy - Strong collaboration and communication skills - Ability to drive the adoption of AI-powered workflows - Experience in managing and deploying internal AI products, agents, and automations - Familiarity with AI data reliability and managing shared AI skills at scale

## Nice to Have - Experience in fintech or a related industry - Knowledge of cloud-based AI platforms and tools - Familiarity with agile development methodologies - Experience in working with cross-functional teams, including engineering, data, and go-to-market teams

## Benefits and Perks - Opportunity to work at the forefront of AI-powered customer experience - Collaborative and dynamic work environment - Professional development opportunities - Access to cutting-edge AI technologies and tools - Flexible work arrangements, including remote work options - Competitive compensation package - Comprehensive benefits, including health insurance and retirement plans - Paid time off and holidays - Opportunity to work with a talented and experienced team

- When applying, make sure to highlight your experience in AI operations and customer experience, as well as your ability to drive the adoption of AI-powered workflows.

• Be prepared to discuss your approach to defining and executing AI strategy, as well as your experience in managing and deploying internal AI products.
• Showcase your collaboration and communication skills, as this role requires working closely with cross-functional teams.
• Familiarize yourself with Ramp's products and services, as well as the company's approach to AI-powered customer experience.
• Be prepared to discuss your experience with AI data reliability and managing shared AI skills at scale.
• Highlight any experience you have in cloud-based AI platforms and tools, as well as agile development methodologies.
• When negotiating salary, consider the market rate for AI operations managers and be prepared to make a strong case for your worth.