Product Operations Specialist | Customer Setup

Job description

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 $200B in annualized spend flows in and out of 70,000+ 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 You will help build and scale the operating systems that make it easier for customers to get set up on Ramp and reach a simple, self-serve spend experience. You will own the loop that turns customer signals into root causes, prioritized fixes, proactive CX communication, and measurable reductions in customer friction. This role spans a critical setup-to-spend journey. Identity owns much of how a business gets started on Ramp, including login, invites, HRIS / SCIM provisioning, and multi-entity setup. A business should ideally then self-serve into an intuitive, agentic spend experience across policies, cards, and first successful spend. You will help identify and Onboarding product and engineering teams solve issues across that full journey, preventing customer problems from falling between teams. Beyond your product areas, you will also contribute to Product Operations process improvement and product building that allows Product and Engineering teams to scale. You will use AI tools to improve release management, analyze customer feedback, enable internal teams, and directly ship improvements where possible. Our main goal is to reduce customer friction, measured by support tickets per active user, onboarding and setup success, time to first successful spend, customer NPS, and the speed from customer signal to shipped improvement. WHAT YOU'LL DO - Provide holistic Product Operations support for the product onboarding experience across program management, customer testing, launch readiness, change management, and iteration - Partner with Product, Engineering, Design, Data, CX, Sales, CSM, and Operations to translate customer feedback into crisp requirements, operating plans, and shipped improvements - Identify setup and onboarding issues that cut across login, invites, provisioning, multi-entity setup, policies, cards, and first spend - Build scalable operating cadences that improve cross-team alignment, release readiness, customer communication, and accountability - Use AI to automate processes, improve analysis, and directly ship product or workflow improvements that reduce customer friction WHAT YOU NEED - 3+ years in product operations, product management, program management, consulting, customer success, account management, or a customer-facing analytical role supporting B2B SaaS - Experience using data to size opportunities, diagnose root causes, analyze support trends, and measure whether product or operational fixes reduce customer friction - Strong customer judgment and ability to understand onboarding, setup, access, identity, or spend-management friction from both customer and internal-team perspectives - Ability to translate qualitative feedback and messy cross-functional input into crisp requirements, prioritized action plans, and durable operating processes - Comfort working in ambiguous, technically complex areas and driving clarity across Product, Engineering, CX, Sales, CSM, Data, and Operations - Strong problem solving, prioritization, and communication skills; bias to ship improvements quickly and measure impact - Experience using AI tools to accelerate analysis, workflow automation, enablement, or direct product / process improvements BENEFITS AVAILABLE TO ALL FULL-TIME RAMP EMPLOYEES (GLOBAL) - Flexible PTO - 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 - One Medical annual membership - 401(k), including employer match on contributions made while employed by Ramp - Fertility HRA (up to $10,000 per year) - 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 expense coverage to NYC or SF (if 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 - Employee Assistance Program and virtual care through Lumino Health UNITED KINGDOM - Private medical insurance through Freedom Elite - Virtual GP and at-home care via eMed x Livi - Workplace pension through Penfold, with salary sacrifice option - 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 If you are being referred for the role, please contact that person to apply on your behalf. OTHER NOTICES Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Beware of recruiting scams: Ramp will only contact you through official @Ramp.com http://Ramp.com email addresses and will never ask for payment or sensitive personal information during the hiring process. Ramp Applicant Privacy Notice https://ramp.com/legal/applicant-privacy-notice