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 45,000 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 Thrive Capital, Sands Capital, General Catalyst, Founders Fund, Khosla Ventures, Sequoia Capital, Greylock, and Redpoint, 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 spa