Travel Operations Lead
ABOUT THE ROLE
You'll join Ramp's travel team, which builds two products, Ramp Travel and Juno. Both integrate with a growing network of travel management company (TMC) partners. You'll be our expert on how those integrations work in practice: how content (search, booking and changes), payments, approvals, servicing and reporting flow between our products and each TMC.
You'll own the operational side of each partnership, from the day it's signed through every customer that goes live on it. You'll work closely with engineering, our customer success managers, and the teams that sign new TMC partners and bring in customers through them, but you won't own those commercial relationships.
Success means each new TMC goes live more efficiently than the last, mutual customers on each TMC go live faster and more smoothly over time as your playbooks improve, and the TMC servicing experience for Ramp and Juno travelers is seamless and delightful.
The travel team is small and building quickly across both products, so everyone works beyond the edges of their role. Alongside your core work, you'll help wherever the team needs it most.
WHAT YOU’LL DO
- Build and refine our playbook for standing up a new TMC partner, and work with engineering to take each new TMC from signed partnership to its first live mutual customer.
- For each live TMC, build the playbook for adding mutual customers and new points of sale, including in new countries and regions. Support CSMs when a rollout needs TMC-specific setup.
- Investigate with engineering when bookings, payments or data don't flow correctly, and see fixes through with the TMC.
- Train TMC agents who service accounts through our dashboards. For TMCs that use their own tools, make sure our workflows fit theirs.
- Create SOPs for TMC agents to ensure they deliver top tier support for travelers.
- Keep TMC partners up to date on product changes that affect them, and answer their agents' questions.
- Always get to the why behind a TMC ask and make sure that it’s the best path forward. Just because something is done a certain way doesn’t mean that it’s the right or only way.
- Actively track and analyze data to manage and measure the quality of the travel support experience offered by our partners.
- Join partner review calls to represent day-to-day operations.
- Identify the steps in your playbooks that can be automated or built into the product, and work with product and engineering to make that happen.
- Take on work beyond your core role, such as joining Juno's customer support rotation, where you'll see firsthand how our partner integrations shape the customer experience.
WHAT YOU NEED
- 5+ years in implementation, partner operations, technical consulting, or a similar partner- or customer-facing technical role, ideally in travel technology, SaaS or fintech.
- Corporate travel domain experience, such as working at a TMC or with GDSs (Sabre, Amadeus, Travelport), NDC content, or travel mid- and back-office systems.
- Technical fluency to troubleshoot integrations and data flows across systems and hold credible conversations with engineers. Engineering depth is not required.
- Experience managing external partners or vendors, and working cross-functionally with customer success, product and engineering.
- Strong written communication, including the ability to train others and explain technical issues to nontechnical audiences.
- AI fluency as a daily habit. Ramp is a builder culture: if you don't instinctively reach for AI before doing things manually, this role will be a hard adjustment.
- Thrives in ambiguity and fast-paced environments, with a bias toward action and a high level of ownership.
NICE-TO-HAVES
- Technical fluency with APIs, integrations, debugging, or data analysis, even if you do not write production code.
- Experience in B2B SaaS, travel, fintech, or another operationally complex product.