Senior Manager, Implementation Operations
About the role
Implementation is an essential differentiator for Rippling. The ideal candidate for this role is an experienced, technical, and data-driven leader with a track record of scaling and empowering high-performing teams.
As Senior Manager, Implementation Operations, you will lead a team of 25+ Implementation Analysts and 3+ managers responsible for migrating payroll and configuring products within the Rippling platform. You will be accountable for ensuring the team meets key performance targets related to customer experience, productivity, and quality.
You will report to a Senior Director of Implementation, and work closely with our Product, Engineering, and CX leadership teams.
What you will do
Hire, enable, and scale high-performing Implementation Analysts to consistently meet quarterly goals and targets
Monitor and manage team performance against key performance metrics
Lead and coach a high-caliber team of front-line managers
Leverage data to build and optimize payroll data migration & benefits configuration processes that drive operational efficiency and an improved customer experience
Collaborate closely with Implementation and CX leadership to improve the customer experience and internal processes
Work with Product and Engineering to improve automation and tooling
Work with enablement to continually improve training & documentation
What you will need
Ability to work PST Timezone
10+ years of professional experience leading a technical team within a fast-paced environment, startup, or SaaS organization
Deep understanding of systems and operations with B2B HRIS products
Experience directly hiring and managing a distributed team
Experience with payroll, working knowledge of payroll & tax concepts
Proven track record of success in scaling teams to achieve key performance metrics
Excellent analytical thinker who is adept at leveraging data to make informed decisions
Lead by example with a learning mindset, people-first attitude, and strong sense of responsibility for your domain
Self-motivated, detail-attentive, action-driven with the ability to take initiative, execute, and follow-through
Proven leadership skills, demonstrated ability to recruit & retain top talent
Highly effective communicator with good people instincts
Eager for a very hands-on role, where you’ll be asked to take on and run with a range of projects outside your comfort zone, and learn quickly
About the team
We are building a world-class implementation team - committed to helping customers realize the full potential of Rippling - while also adapting to a growing customer base and product ecosystem. Our Implementation organization is roughly 115+ members strong, while our Customer Experience organization stretches over 330+ employees! We often collaborate closely with our R&D partners to continuously improve our products and services and to ensure our clients receive a stellar end-to-end Rippling experience.
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