Senior Manager, Support Operations

About the role

After becoming one of the fastest growing startups in the United States ($0 → $16B), Rippling is ready to up-level our operations to scale beyond $1B in ARR over the next couple years. 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, tooling and AI, reporting / analytics, vendor management and process documentation. Reporting to the Vice President of Customer Support, you will be leading a team of 8 program managers. 

What You'll Do

• Planning and Execution: Build a roadmap of 1 to 3 months, align on priorities for the program managers via recurring sprint planning, remove blockers, and serve as the definitive subject matter expert on Support Operations.
• Operational Vision: Direct the business processes and infrastructure for critical Support routines. You don’t just oversee system changes and reporting; you ensure our tech stack and workflows are world-class and future-proofed.
• Scaling & Optimization: You are obsessed with building for scale. You proactively identify hidden opportunities for efficiency, ensuring that automation is the default and that the organization is prepared for rapid business growth well before it happens.
• Cross-Functional Change Management: Lead complex, high-stakes initiatives across the organization. You don’t just find blockers; you navigate through hurdles to remove them, ensuring seamless alignment between Support and cross functional partners.
• Strategic Planning & Governance: Collaborate on annual and quarterly planning cycles with VPs and Directors within the support delivery team. You will translate long-range plans into priorities for your program managers.

Qualifications

• 10-12+ years of Operations or Support Operations experience with significant time spent in a leadership capacity within a fast-growing B2B software environment. Global experience is strongly preferred, including working with BPOs.
• Proven Leadership: Extensive experience managing and mentoring a team of Program Managers. You have a track record of scaling teams, developing leadership talent within your ranks, and building a culture of high performance.
• Mastery of Ambiguity: You thrive in high-ambiguity environments, providing a sense of direction and "calm in the storm" for your team and the broader organization.
• High-Level Detail Orientation: While you can dive into the weeds when necessary, you possess the professional judgment to know when to zoom out for strategy and when to audit the "small" details that impact the customer experience.
• Strategic Execution: You maintain a "startup" mentality with a "scale-up" skillset. You are willing to roll up your sleeves for mission-critical tasks while simultaneously building the systems that eventually make those manual tasks unnecessary.
• Executive Presence: Exceptional verbal and written communication skills. You are comfortable challenging, persuading, sharing tradeoffs, and partnering with executives and senior leaders to drive the Support agenda.
• Customer Support Technologies Expert: You have a deep knowledge and understanding of Customer Support Technologies such as Salesforce, Fin, JIRA, Slack, Decagon, Sierra, IEX, NICE. You not only know how to use the tools and systems, but what their role is in an overall Customer Experience process.