Manager, Support Operations

About Rippling

Rippling provides businesses with a unified platform for HR, IT, and Finance, integrating traditionally disparate workforce systems such as payroll, expenses, benefits, and computer management. This allows for the comprehensive management and automation of the entire employee lifecycle within a single system. For instance, onboarding a new global employee, including setting up payroll, corporate cards, computers, benefits, and third-party applications like Slack and Microsoft 365, can be accomplished in just 90 seconds.

Headquartered in San Francisco, CA, Rippling has secured over $1.4 billion in funding from prominent investors including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock. Forbes recognized Rippling as one of America's best startup employers.

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

About The Role: Manager, Support Operations

Following a period of rapid growth, scaling from $0 to $16.8B, Rippling is now focused on elevating its operations to achieve $1B in Annual Recurring Revenue (ARR) in the coming year. We are seeking an experienced leader to scale our operations globally from 1 to 10 and beyond.

As the Manager, Support Operations, you will be a leader with expert knowledge of the processes and infrastructure vital for delivering high-quality service and scalable operations. You will be instrumental in achieving our ambitious growth targets by leading core support activities such as system changes, workforce management, reporting, and change management.

Reporting to the Head of Support Operations, you will define strategy and internal processes, guide a team of functional program managers in developing and executing initiatives for global growth, and identify opportunities to maintain delivery speed and quality while scaling.

What You'll Do

• Drive Systems Strategy & Roadmap: Define the long-term vision for Rippling’s Support tech stack. Collaborate with Salesforce Admins and Engineering to design, implement, and optimize tools for agents and customers.
• Lead and Mentor Program Management Team: Manage Program Managers and Senior Program Managers. Provide strategic direction, professional development, and mentorship for successful cross-functional project delivery.
• Design & Optimize Business Processes: Identify and resolve operational bottlenecks with scalable solutions. Translate business requirements into technical specifications, ensuring Salesforce workflows and automated processes align with support objectives.
• Operational Analytics & Insights: Oversee the support data strategy. Monitor key performance indicators (KPIs) like CSAT, TTR, and agent productivity, transforming data into actionable insights for senior leadership.
• Change Management: Lead the implementation of new tools and processes. Develop comprehensive training, documentation, and communication plans to ensure high adoption across the global support organization.

Qualifications

• Experience: 8+ years in Operations (Support, Sales, or RevOps), with at least 3 years in people management.
• Salesforce Expertise: Deep proficiency in Salesforce Service Cloud. Demonstrated success partnering with technical teams to deploy complex workflows, integrations, and reporting.
• Strategic Project Management: Proven ability to lead large-scale initiatives from inception to completion.
• Analytical Prowess: Strong "data-storytelling" skills. Expert in Excel/Google Sheets; proficiency with BI tools (e.g., Tableau, Looker, Snowflake) and SQL highly preferred.
• Communication: Exceptional ability to translate technical concepts into business terms and influence executive stakeholders.

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

Key skills/competency

• Support Operations
• Salesforce Service Cloud
• Strategic Planning
• Process Optimization
• Workforce Management
• Data Analytics
• Project Management
• Change Management
• Team Leadership
• SQL & BI Tools