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 $1.4B+ 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

After becoming one of the fastest growing startups in the United States ($0 → $161B), Rippling is ready to up-level our operations to scale to $1B in ARR over the next year. We need someone who can take us from 1 to 10—and beyond, on a global scale.

We’re looking for a support operations leader who has expert-level knowledge of the processes and infrastructure required to ensure high quality service and operations at scale, helping us deliver on our ambitious growth objectives. You will lead core support activities, including system changes, workforce management, reporting, change management.

Reporting to the Head of Support Operations, you will be responsible for setting the strategy and internal processes, leading a team of functional program managers to develop and execute the initiatives that will enable our next phase of global growth, and identifying and pursuing opportunities that will help us scale maintaining the delivery speed and quality

What You'll Do

• Drive Systems Strategy & Roadmap: Lead the long-term vision for our Support tech stack. Partner closely with Salesforce Admins and Engineering teams to design, implement, and optimize tools that reduce friction for both agents and customers.
• Lead and Mentor Program Management Team: Manage a team of Program Managers and Senior Program Managers. Provide strategic direction, professional development, and mentorship to ensure the successful delivery of complex, cross-functional projects.
• Design & Optimize Business Processes: Identify operational bottlenecks and implement scalable solutions. You will translate business needs into technical requirements, ensuring our Salesforce workflows and automated processes align with support goals.
• Operational Analytics & Insights: Oversee the support data strategy. Leverage analytics to track key performance indicators (KPIs) like CSAT, TTR, and agent productivity. Turn raw data into actionable insights for senior leadership to drive strategic decision-making.
• Change Management: Lead the rollout of new tools and processes. Develop comprehensive training, documentation, and communication plans to ensure high adoption rates across the global support organization.

Qualifications

• Experience: 8+ years in Operations (Support, Sales, or RevOps), with at least 3 years of experience managing people
• Salesforce Expertise: Deep proficiency in Salesforce Service Cloud. You should have a proven track record of partnering with technical teams to deploy complex workflows, integrations, and reporting structures.
• Strategic Project Management: Demonstrated ability to lead large-scale initiatives from conception to completion.
• Analytical Prowess: Strong "data-storytelling" skills. Expert level in Excel/Google Sheets; proficiency with BI tools (e.g., Tableau, Looker, or Snowflake) and SQL is highly preferred.
• Communication: Exceptional ability to translate "tech-speak" into "business-speak." You can influence stakeholders at the executive level and clear roadblocks for your team.

Education: Bachelor’s degree in Business, Information Systems, or a related field