Original listing text, shown exactly as published by the company.
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 - demonstrated ability to keep the customer (internal or external) front and center when building technical systems.
- Strong communicator who can write crisp docs, run engaging internal training, and translate between deeply technical and non-technical audiences.
- Fluency in data and AI evals: you know when to trust numbers and when to lean on principles.
- Self-starter with high ownership, comfortable with autonomy and ambiguity. You default to building, not asking for permission.
Nice-to-Haves
- Experience managing small teams of technical or operational professionals.
- Experience at high-growth startups, especially in fintech, enterprise SaaS, or other domains requiring complex systems thinking.
- Prior experience in internal enablement, change management, or rolling out new tools and workflows across an organization.
- 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, or turning operational learnings into product.
Not for You if
- You prefer strategy briefings over hands-on delivery.
- You lean toward AI research or building models rather than applied AI work.
- You’re not excited about building for and transforming the work of internal operators alongside external customers.
- You're not interested in the foundational, sometimes unglamorous work of making AI systems reliable and scalable at the infrastructure level.
Don't check every box? We'd still love to hear from you. Many exceptional candidates don't meet every requirement on paper — and some of the best hires far exceed them.
What We've BuiltHere's a look at some of what's already in motion — and what you'd be stepping into
- Get Ramp AI Pilled - Our AI strategy for internal teams over the last year, from our CPO, Geoff Charles
- Ramp Glass — our internal AI productivity suite, giving every Ramp employee a fully configured AI workspace on day one, wired into every tool they use via SSO with no setup friction
- Ramp Research — a home-grown Snowflake research tool fully integrated into Glass, giving anyone at the company the ability to query and synthesize data without needing an engineer
- Ramp Inspect — our home-built coding agent that has enabled 50% of all human-initiated PRs on the production codebase, shipping thousands of changes per month without writing a line of code from scratch
- Ramp CLI — our newly released command line tool, now natively connected into Glass alongside our other internal products on day one
- Dojo — a marketplace of shared AI skills, where employees package their best workflows into reusable building blocks that the whole company can leverage
- Sensei — an AI guide built into Glass that surfaces the right skills to the right people based on their role and activity, solving the discoverability problem at scale
- Ramp's AI Operating System — a talk from our Head of Operations and Internal AI on how we've kept things simple, coherent, and fast while scaling to 50,000+ customers
