Product Operations | Customer Setup
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