AI Operations Manager | Agentic CX

ABOUT RAMP Ramp is building the smart infrastructure for finance teams, embedded in the transaction flow of every dollar a business spends. We automate how over $100B in annualized spend flows in and out of 50,000+ companies: authorizing payments, flagging risk, categorizing spend, and closing books. The problems are high-stakes, data-dense, and unforgiving. We hire people with high agency and high urgency. We look for slope over intercept. We care less about where you trained and more about what you’ve built. At Ramp, everyone is a builder who owns problems end to end and makes consequential decisions that shape the outcome. The median Ramp customer saves 5% and grows revenue 16% in their first year – far in excess of businesses operating without Ramp. We believe every ambitious company deserves the same. If you want to build systems that directly shape how companies move and manage billions, Ramp is the place to do it. ABOUT THE ROLE As the AI Operations Manager at Ramp, you will own the strategy and execution for how AI transforms the way Ramp’s Customer Experience teams and AI agents deliver for our millions of customers. This is not a research role or a strategy-deck role. You will build, ship, and scale AI-powered tools, agents, and workflows that make Ramp the most effective customer experience delivery company in the world, transforming both customer-facing agentic products and giving superpowers to our internal customer teams. You'll sit at the intersection of customer experience, product management, applied AI engineering, and business operations as we define what a perfect “agentic” customer journey looks like, what the perfect human operator <> AI agent hybrid approach to customer experience looks like, and how we increasingly shift from reactive to proactive customer engagement by anticipating customer issues before they arise. This role reports to the Head of Operations and AI and partners closely with our Head of CX and Ramp’s CX, engineering, data, and go to market teams. It's ideal for someone who has shipped AI products at scale, is passionate about the future of operations work, and has a track record of getting real things built. We’re looking for builders who can vibe-code a prototype before lunch and write the rollout plan after, and who get energy from turning a messy operational problem into an elegant automated system. 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, even as the customer base and Ramp product suite rapidly grows and globalizes. - Define the future of AI-powered operations and roles in the CX context. Ensure our operations teams and operations leaders are enabled to not only leverage the internal AI stack (Ramp Inspect, Ramp Glass/Claude Code, CX Agents, Ramp Research, Ramp Skills, etc.), but also 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 underneath a truly AI-powered company. - Tell the story externally. Help package and communicate Ramp's AI CX journey through customer pitches, conferences, and content, finding ways to deliver the benefits of what we've built to our customers and the broader market. 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: you've prototyped, shipped, and iterated on AI tools, agents, or workflows, not just managed roadmaps about them. 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: you can partner with sales, CX, finance, risk, and other business teams to deeply understand their challenges and deliver rapid AI-powered solutions. - Customer obsession -