Product Operations Specialist, Ramp

• 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

Desirable

• Ramp is seeking a dynamic, technically inclined operator to help us develop the most effective knowledge management systems and practices in the tech industry
• 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
• 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 the critical inputs to our 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