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Senior Product Manager | Support Experience

Ramp

Ramp

Product, Customer Service
New York, NY, USA
Posted on Monday, March 25, 2024

About Ramp

Ramp is the ultimate platform for modern finance teams. Combining corporate cards with expense management, bill payments, vendor management, accounting automation and more, Ramp's all-in-one solution is designed to save businesses time and money, and free finance teams to do the best work of their lives. Our mission is to help build healthier businesses, and it’s working: over 15,000 businesses on Ramp to save an average 5% and close their books 8x faster.

Founded in 2019, Ramp powers the fastest-growing corporate card and bill payment platform in America, and enables tens of billions of dollars in purchases each year.

Ramp's investors include Founders Fund, Stripe, Citi, Goldman Sachs, Coatue Management, D1 Capital Partners, Redpoint Ventures, General Catalyst, and Thrive Capital, as well as over 100 angel investors who were founders or executives of leading companies. The Ramp team comprises talented leaders from leading financial services and fintech companies—Stripe, Affirm, Goldman Sachs, American Express, Mastercard, Visa, Capital One—as well as technology companies such as Meta, Uber, Netflix, Twitter, Dropbox, and Instacart. In 2023, Ramp was named Fast Company’s #1 Most Innovative Company in North America, LinkedIn’s #1 Top Startup in the U.S., a CNBC Disruptor, and a TIME100 Most Influential Company.

About the Role

As Ramp’s customer base continues to grow rapidly and the product suite continues to evolve, delivering exceptional customer support experiences is becoming increasingly vital to achieving our mission. Ramp serves customers across a wide variety of passive and active channels, including our help center, in-app support bots, live chat, customer service phone line with IVR, email and webform submissions fielded by customer support, account managers, customer success managers, and risk operators. Great customer service drives higher customer advocacy, faster and more enduring activation and usage of the Ramp product, more cross-sell and up-sell potential, and lower churn.

We deliver our broad array of support experiences leveraging a large set of internally built and third party tooling which is tightly interconnected with the core Ramp products. Our support experience must meet each customer at their specific level of urgency, product knowledge, and intent, and achieve a resolution of their need with speed, accuracy and empathy. We leverage both industry standard tooling as well as cutting edge AI deployments and data modeling to personalize customer interactions and augment our support and other teams.

As a Product Manager at Ramp, you will be responsible for leading a core team of engineers, AI practitioners and designers to build an amazing support experience for our tens of thousands of businesses. You will define and evolve our end-to-end product vision, strategy, and execution to meet ambitious company goals.

We’re looking for someone who has managed the build of both internal and external tools and can partner and collaborate across various internal teams, has a “platform” approach to building towards end customers, and can deliver products that harness highly complex and unstructured inputs into reliable and simple outputs for our customers and support team members.

*Please note that this Product Management role will require you to be comfortable with working in-person at our NYC HQ (located near Madison Square Park) at least 2 days/week*

What You’ll Do

  • Deliver incredible products and experiences by combining a deep understanding of customer support delivery with creative product strategy and technical acumen

  • Own the product roadmap, priorities and execution for both our internal support tooling (agent or operator-facing apps) as well as our external support experiences (help center, chatbots, in-app support flows)

  • Help thousands of companies on Ramp more successfully manage their finances by expanding their ability to leverage the capabilities of our product

  • Leverage data and customer and agent feedback to constantly iterate and evolve product offerings

  • Contribute to the vision, strategy, and processes that allow Ramp to grow the product management function at various stages of our growth

What You Need

  • BA/BS in a technical or analytical field

  • Minimum 5 years of product management experience, building technical products from ideation to launch

  • Experience building products for both end customers as well as internal teams, understanding the different approaches to each situation

  • Demonstrated ability to lead and influence small teams of engineers towards a common goal

  • Fluency in data and how to make data-driven product decisions

  • Experience evaluating product decisions and prioritization trade-offs

  • Ability to collate with multiple stakeholders and large cross-functional teams

  • Excellent written and verbal communication skills

Nice-to-Haves

  • Experience in high growth startups

  • Experience building complex financial products

Compensation

  • The annual salary/OTE range for the target level for this role is $174,250-$205,000 + target equity + benefits (including medical, dental, vision, and 401(k)

Benefits (for U.S.-based full-time employees)

  • 100% medical, dental & vision insurance coverage for you

    • Partially covered for your dependents

    • One Medical annual membership

  • 401k (including employer match on contributions made while employed by Ramp)

  • Flexible PTO

  • Fertility HRA (up to $5,000 per year)

  • WFH stipend to support your home office needs

  • Wellness stipend

  • Parental Leave

  • Relocation support

  • Pet insurance