Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system.

Take onboarding, for example. With Rippling, you can hire a new employee anywhere in the world and set up their payroll, corporate card, computer, benefits, and even third-party apps like Slack and Microsoft 365—all within 90 seconds.

Based in San Francisco, CA, Rippling has raised $1.2B from the world’s top investors—including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock—and was named one of America's best startup employers by Forbes.

We prioritize candidate safety. Please be aware that all official communication will only be sent from @Rippling.com addresses.

About the role

This is an exciting opportunity to be a foundational Senior People Manager of Rippling’s Global Products Implementation team.

Rippling believes that we can change the way small businesses manage HR & IT programs globally. You will lead a team of Managers around the world, spanning across our European and North American regions who each manage a team of 5-8 Implementation Managers. Their respective teams are responsible for managing the entirety of the implementation life-cycle through customer education and one-on-one advising, to ensure customers are set up for success with the Rippling products they have purchased.

We are looking for a seasoned customer experience leader to streamline our processes and elevate our management team as we scale our team. As a senior leader of this team, you will optimize & create standard operating procedures, engage on high priority customers, and drive improvement on key metrics. You will also work closely with Sales, Product & Engineering, and Customer Support teams to ensure a seamless customer onboarding experience. This role will sit on the Rippling Implementation Leadership team and report directly to the Senior Director of Global Implementation.

What you will do

Partner with Recruiting and Enablement to hire & onboard Manager, and Implementation Managers
Partner with Business Operations on new product and country launches
Monitor team capacity and recommend data backed (quantitative and qualitative) solutions from people to process to product
Establish & continuously improve standard operating procedures to optimize customer experience and time to value
Develop Managers through hands-on coaching and mentorship
Successfully resolve customer escalations for maximum satisfaction and positive relationships
Track, monitor & continuously improve performance on key metrics & KPIs
Collaborate with Product & Engineering to continuously improve product functionality for the Implementation of global customers
Collaborate cross-functionally with Rippling Account Management, Technical Account Management and Support teams to create a seamless customer journey

What you will need

5+ years of SaaS experience in professional services, implementation, or customer success
2+ years of professional experience leading a team; passion for supporting and guiding a team’s growth, career progress, and job performance
Ruthless prioritization and time management
Boundless energy to help your team and your customers...all with a “can-do” attitude!
Strong attention to detail and ability to solve complex, interdependent problems
Flexible to scaling and changing organizations and responsibilities

Additional Information

Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email accomodations@rippling.com

Rippling highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a 40 mile radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee's role.

This role will receive a competitive salary + benefits + equity. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.

A variety of factors are considered when determining someone’s compensation–including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed below.

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