Product Manager (Agentic CX)

Join Ramp, a fast-growing fintech startup, as the AI Operations Manager. In this role, you will be responsible for the strategy and execution of how AI transforms Ramp's Customer Experience teams and AI agents. You will build, ship, and scale AI-powered tools, agents, and workflows, making Ramp the most effective customer experience delivery company in the world. You will work closely with various teams, including CX, engineering, data, and go-to-market teams. This is an ideal position for someone with experience in shipping AI products at scale and a passion for the future of operations work.

• Construire, expédier et mettre à l'échelle des outils, des agents et des flux de travail alimentés par l'IA qui rendent Ramp plus efficace dans la livraison de l'expérience client.
• Définir les normes de qualité et d'exactitude et comment les agents IA et les opérateurs humains devraient diviser et conquérir pour garantir que chaque client se sente soutenu.
• Définir des cadres pour mesurer la performance des agents et des outils IA. Construire des tableaux de bord, des systèmes d'évaluation, des contrôles de qualité et des systèmes de retour d'information.
• 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
• Prior experience in internal enablement, change management, or rolling out new tools and workflows across an organization
• Curiosity about commercializing internal AI work: customer-facing AI agents, AI spend management, or turning operational learnings into product
• 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
• Strong communicator who can write crisp docs, run engaging internal training, and translate between deeply technical and non-technical audiences
• 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)
• 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
• Experience managing small teams of technical or operational professionals
• Fluency in data and AI evals: you know when to trust numbers and when to lean on principles
• Customer obsession - demonstrated ability to keep the customer (internal or external) front and center when building technical systems
• Experience at high-growth startups, especially in fintech, enterprise SaaS, or other domains requiring complex systems thinking
• Familiarity with departmental workflows in operating teams (Sales, CX, Finance, Risk, HR, etc.)
• 5+ years in product management, applied AI, product operations, or a hybrid builder role where you shipped AI-powered products or systems at scale
• Self-starter with high ownership, comfortable with autonomy and ambiguity. You default to building, not asking for permission