Program Manager, CX Product Rollout
Rippling
About Rippling
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
The Program Manager, Product Rollout role at Rippling provides a unique opportunity to lead highly cross functional and strategic projects that impact the entire CX org tens of thousands of Ripping’s customers. As an early member of the program management team, you'll shape the future of Rippling’s customer experience programs.
With Rippling investing significantly in bringing new products to market, your role has an incredible impact on operational readiness, our customer support strategy, and ultimately successful product launches . You will partner with Product, Go-To-Market, Enablement, Implementation, Support, Customer Success, and Growth Marketing, to lead CX execution of product launches and measure success.
What you will do
- Own Product Rollout activities for CX, including managing the end-to-end rollout plan, ensuring operational readiness, driving decisions around the customer experience strategy leading up to launch
- Partner with leadership across CX to define customer entitlements, including support strategy for new products, hiring needs, and implementation process
- Ensure team readiness through speccing operational updates for internal systems and processes, and partnering with Product and Enablement teams to develop and deliver cohesive training plans for all impacted CX teams
- Work closely with Product Management to identify and mitigate risks, and represent the CX perspective in cross functional decisions
- Build the CX playbooks and process for early access & beta programs, Tier 1 and Tier 2 product rollouts
- Manage the launch calendar, and ensure alignment across all parties involved in taking a new product to market
- Analyze the data relevant to any product rollout or focus area; build your own Pivot Tables, measure your own results
- Own business requirements and build out technical specifications in partnership with CX leadership, Revenue Operations, Business Systems, Data Analytics, Growth engineering
What you will need
- 3+ years of program management, GTM, operations, or CX strategy experience
- Past experience in a fast-paced startup environment, working in a cross functional capacity
- You should be comfortable tackling ambiguous and challenging problems and working independently with limited guidance, as well as part of a team
- Excellent excel and Salesforce knowledge
- Strong communication; you can deliver information clearly and concisely, and package appropriately for different audiences, including internal instructions for CX teams, customer-facing copy, or MECE functional specifications for engineers
- Proactive, self-starter that is experienced in delivering a measurable impact to customer-facing teams and customers
- SQL and BI experience is a plus
- Experience in a customer-facing role or CX leadership is a plus, especially at a HR or Payroll company
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.