Product Manager | Agentic CX

About the role

This role is ideal for someone with deep hands-on experience building AI-powered products, a track record of getting real things built, and a passion for transforming operations work.

Responsibilities

• 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.

Requirements

• 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.
• 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.

Qualifications

• Experience managing small teams of technical or operational professionals.
• 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.

Skills

• 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.
• 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.

Benefits

• Flexible PTO
• Unlimited AI token usage
• Centralized home-office equipment ordering
• Health and wellness stipend
• Budget for intra-office travel
• Weekly coffee stipend
• United States: 100% medical, dental & vision insurance coverage for you, with partial coverage for dependents
• Life, AD&D, and disability coverage
• Fertility HRA (up to $10,000 lifetime)
• Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay
• Pet insurance
• In-office perks: lunch, snacks, drinks, and more
• Relocation support to NYC or SF (as needed)
• Canada: Group medical, dental, and vision coverage through Sun Life
• Life, AD&D, and disability coverage
• Fertility drug coverage (up to $4,000 lifetime)
• Group Retirement Plan with employer match (RRSP + DPSP)
• Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay, with additional time available at reduced pay
• Referral Instructions
• Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.