Jake Ramirez

Background

About Jake Ramirez

I’m a customer experience leader passionate about building scalable support organizations and empowering teams to deliver meaningful results. My approach balances customer obsession with operational excellence; using data, technology, and program leadership to transform customer journeys and drive measurable business impact. Throughout my career, I’ve scaled CX teams and operations across startups and global brands, always with a focus on impact- At ROKA, I delivered $1M+ in annualized savings through automation, AI, and a Voice of Customer program that surfaced inefficiencies, reduced warranty claims by $662K annually, and reshaped company-wide strategy. Complementing these initiatives, I built a CX analytics suite that drove department-wide improvements and unlocked insights that enabled my team to outperform industry benchmarks and consistently achieve 90%+ SLA attainment across multisite omnichannel operations- At Square, I led a global Lean Six Sigma program that identified cross-functional inefficiencies and delivered narrative-driven, data-backed recommendations to senior leadership. Secured executive buy-in to implement 40+ business process improvements across five programs, streamlining operations and improving customer experience at scale- At Medly and Plated, I built CX foundations from the ground up, improving eNPS by 70 points, driving defect reductions, and positioning CX as a brand differentiator within the business. I thrive at the intersection of strategy and execution; aligning stakeholders, scaling programs, and bringing clarity to complex, cross-functional challenges. Whether leading teams through transformation or championing the customer across the org, I’m committed to creating experiences that strengthen loyalty and accelerate growth.