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
• Work with enablement to continually improve training & documentation
• Lead and coach a high-caliber team of front-line managers
• Work with Product and Engineering to improve automation and tooling
• 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
• Monitor and manage team performance against key performance metrics

What you will need

• 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
• Self-motivated, detail-attentive, action-driven with the ability to take initiative, execute, and follow-through
• Experience directly hiring and managing a distributed team
• Lead by example with a learning mindset, people-first attitude, and strong sense of responsibility for your domain
• Proven leadership skills, demonstrated ability to recruit & retain top talent
• Proven track record of success in scaling teams to achieve key performance metrics
• Deep understanding of systems and operations with B2B HRIS products
• Ability to work PST Timezone
• Highly effective communicator with good people instincts
• Excellent analytical thinker who is adept at leveraging data to make informed decisions
• Experience with payroll, working knowledge of payroll & tax concepts
• 10+ years of professional experience leading a technical team within a fast-paced environment, startup, or SaaS organization

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.

• Tier 2: $105,000 - $144,000/year
• Tier 1: $117,000 - $160,000/year
• Tier 3: $99,000 - $136,000/year