Associate Manager | Customer Experience

Ramp·Remote(New York, NY (HQ))

Customer Success

Excel

WFA Digital Insight

As the demand for exceptional customer experience continues to grow, companies like Ramp are looking for leaders who can drive both support and accountability. With the customer experience management market expected to reach

8.4 billion by 2027, professionals with skills in Excel, data analysis, and team leadership are in high demand. Ramp's commitment to innovation and customer satisfaction makes this role an exciting opportunity for those looking to make a real impact. Candidates should be prepared to showcase their ability to balance operational discipline with creativity and a passion for developing people.

Job Description

About the Role

The Associate Manager of Customer Experience at Ramp is a unique opportunity to lead the frontline of the CX team, serving as the voice of Ramp for thousands of customers every day. This phone-first leadership role requires a strong ability to set the tone for performance and culture, developing people, reinforcing standards, and ensuring a high bar for speed, accuracy, and empathy is consistently met. The role is part of a fast-moving, high-growth team where change is constant, and the ability to balance support with accountability is crucial.

As a leader in this role, you will be responsible for coaching agents to grow, holding the line on results, and creating stability even as processes, tools, and products evolve. This is a highly collaborative environment where leaders and agents alike share ideas, iterate quickly, and give and receive feedback across levels and teams. The successful candidate will thrive in this environment by being adaptable, creative, and operationally disciplined.

The CX team at Ramp is critical to the company's mission to build the smart infrastructure for finance teams. By automating payment authorizations, flagging risk, categorizing spend, and closing books, Ramp is able to provide its customers with a seamless and efficient financial management experience. As the Associate Manager of Customer Experience, you will play a key role in ensuring that this experience is consistently delivered to a high standard.

What You Will Do

Develop and coach your team, running 1:1s, delivering feedback that drives improvement, and mentoring agents to grow while holding them accountable for results.
Drive team performance and consistency by reinforcing playbooks, SOPs, and coverage models, and addressing gaps quickly.
Lead quality assurance for your team, owning case grading, running QA sessions, and identifying knowledge or behavior gaps that impact performance.
Leverage data analysis to drive improvements, reviewing performance trends and customer feedback to translate insights into coaching actions and process refinements.
Cultivate a positive, motivating culture, building an environment where agents feel recognized, supported, and inspired to deliver their best work.
Lead your team through change, ensuring adoption of new workflows, tools, and AI-driven processes with clarity, communication, and steady leadership.
Foster collaboration across peers and leaders, engaging in and modeling open feedback, idea-sharing, and cross-functional problem-solving.
Collaborate cross-functionally, partnering with CX Ops, Product, and Engineering to surface issues, pilot improvements, and strengthen both the customer and agent experience.
Stay connected to the work, handling escalations and occasionally taking calls and tickets to remain close to the customer experience.

What We Are Looking For

3+ years of experience in customer experience or a related field, with a proven track record of leadership and team development.
Strong analytical and problem-solving skills, with the ability to leverage data to drive decision-making.
Excellent communication and interpersonal skills, with the ability to build strong relationships with team members, customers, and stakeholders.
Ability to work in a fast-paced environment, prioritizing multiple tasks and managing competing demands.
Strong knowledge of customer experience principles and best practices.
Experience with Excel and data analysis tools.
Ability to coach and develop team members, with a focus on growth and development.
Strong operational discipline, with the ability to manage processes and procedures.
Experience working in a collaborative environment, with a focus on open communication and feedback.

Nice to Have

Experience working in a high-growth company, with a focus on scalability and adaptability.
Knowledge of AI-driven workflows and tools.
Experience with customer experience software and platforms.
Certification in customer experience or a related field.

Benefits and Perks

Competitive salary and benefits package.
Opportunity to work with a fast-growing and innovative company.
Collaborative and dynamic work environment.
Professional development and growth opportunities.
Flexible working hours and remote work options.
Access to the latest tools and technologies.
Comprehensive health insurance and wellness programs.
Generous paid time off and vacation policy.

How to Stand Out

Develop a strong understanding of customer experience principles and best practices to stand out in your application.
Showcase your ability to leverage data analysis to drive decision-making and improve customer satisfaction.
Highlight your experience working in fast-paced environments and managing competing demands.
Be prepared to provide specific examples of how you have coached and developed team members in previous roles.
Research Ramp's company culture and values to demonstrate your alignment with their mission and vision.
Prepare to discuss your experience with Excel and data analysis tools, and how you have used them to drive improvements in customer experience.
Demonstrate your ability to work collaboratively and build strong relationships with team members, customers, and stakeholders.

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