Product Operations Specialist | Knowledge Systems & AI Chat

ABOUT RAMP

At Ramp, we’re rethinking how modern finance teams function in the age of AI. We believe AI isn’t just the next big wave. It’s the new foundation for how business gets done. We’re investing in that future — and in the people bold enough to build it.

Ramp is a financial operations platform designed to save companies time and money. Our all-in-one solution combines payments, corporate cards, vendor management, procurement, travel booking, and automated bookkeeping with built-in intelligence to maximize the impact of every dollar and hour spent. More than 50,000 businesses, from family-owned farms to e-commerce giants to space startups, have saved $10B and 27.5M hours with Ramp. Founded in 2019, Ramp powers the fastest-growing corporate card and bill payment platform in America, and enables over $100 billion in purchases each year.

Ramp’s investors include Lightspeed Venture Partners, Thrive Capital, Sands Capital, General Catalyst, Founders Fund, Khosla Ventures, Sequoia Capital, Greylock, Redpoint, and ICONIQ, 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.

Ramp has been named to Fast Company’s Most Innovative Companies https://www.fastcompany.com/91038883/ramp-most-innovative-companies-2024 list and LinkedIn’s Top U.S. Startups https://www.linkedin.com/pulse/linkedin-top-startups-2024-50-us-companies-rise-linkedin-news-hxote/?trackingId=uBI29YlAOxikbTI7cdvG4g%3D%3D for more than 3 years, as well as the Forbes Cloud 100 https://www.forbes.com/sites/richardnieva/2024/08/06/ramp-cloud-100/, CNBC Disruptor 50 https://www.cnbc.com/2024/05/14/ramp-cnbc-disruptor-50.html, and TIME Magazine’s 100 Most Influential Companies https://time.com/collection/time100-companies-2023/6285147/ramp/.

ABOUT THE ROLE

Ramp is seeking a dynamic technically inclined operator to help us develop the most effective knowledge management system in the tech industry and deploy that knowledge to power our customer-facing chatbot. Ramp believes that to amplify the power of AI internally and for our customers, we need to build a robust system for the creation, upkeep, and evolution of knowledge about our products, operations, and go to market strategies. You will combine powerful AI systems and streamlined, effective operational processes to ensure that the bar for quality and accuracy of our company’s written information is world class. As a member of the Product Operations team, you will collaborate closely with Product Managers, other Product Operators, Product Marketing, Customer Support, and Learning & Development to ensure that our knowledge operations and systems keep up even as Ramp remains one of the highest velocity software companies in the world, shipping hundreds of new features every year. Your role will be instrumental in proactively identifying content gaps, optimizing searchability, and ensuring consistency across all documentation.

What You’ll Do

- Own Knowledge Management at Ramp, ensuring salespeople can correctly pitch the product, success managers can better design the perfect Ramp configuration with a new customer, and support specialists can accurately unblock a customer with an urgent question

- Own and maintain our in-product customer facing chatbot ensuring it continues to deliver the best in class support experience for our customers and expands its support capabilities as our product grows in complexity

- Own the critical inputs to otherur AI products and tooling - ensure that our increasingly prolific customer and operator facing AI-systems are impressively accurate and easy to develop

- Design systems and processes that organize and surface product knowledge throughout the company, and AI systems that scan knowledge sources to spot and remediate conflicts or errors

- Own our product knowledge tooling stack - build and upkeep centralized knowledge repositories, establish taxonomy, metadata, version-control, and governance standards. Conduct audits of existing content, capture institutional and engineered knowledge, and continually improve the tools

- Evangelize knowledge management best practices to internal teams building tools and generating new information

- Define KPIs (adoption, search effectiveness, usage metrics) and hold teams accountable to the high bar you want Ramp to achieve

- Bring in the evolving best practices for this space as the world continues to rapidly change

- Partner closely with Notion and Sierra, our partnerships for Knowledge and Support Chat today

What You Need

- Minimum 3 years of experience

- Experience delivering projects around system architecture, design thinking, or operational analytics

- Cross-functional know-how with experience managing large-scale projects that span many teams

- Extensive experience building new operational processes from start to finish with measurable results

- Ability to work in undefined spaces and think from first principles

- Strong investigative and critical thinking skills

- Effective and clear communicator with solid technical writing skills

- Deep user of modern AI systems to execute on processes, solve problems, and more

- [Preferred] Academic or professional experience with information systems/library science, knowledge management, or operations research

Nice to Haves

- Experience with Retool, Notion, or Sierra

- Technical programming experience (Python, Java, React)

About Our Teams

- Spend Management owns our core spend product, including card issuance, reimbursements, and travel & entertainment to control spend

- Intelligence owns the reporting, savings, and price intelligence products to help companies make better financial decisions

- Bill Payments owns our invoice management, accounts payable, and B2B payment capabilities

- Risk owns our underwriting and financial products that determine which businesses to approve and how to manage risk

- Growth owns onboarding, activation and retention products to help our customers be successful on the Ramp platform

- Accounting owns creating intelligence in our accounting platform, saving finance teams time and money

- Mobile owns our mobile app development and mobile strategy

- Travel owns new capabilities for bookings and expense automation throughout a trip 

*Please note that this Product Operations role will require you to be comfortable with working in-person at our SF or NYC office at least 3 days/week*

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 to NYC or SF (as needed)

- Pet insurance

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.

Ramp Applicant Privacy Notice https://ramp.com/legal/applicant-privacy-notice