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 → $16B), Rippling is ready to up-level our operations to scale to $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, AI, and 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

• Strategic Leadership: Lead the Support Operations functions by setting the long-term roadmap, establishing high-level priorities, and serving as the definitive subject matter expert on Support Operations excellence.
• Operational Architecture: 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: Take full ownership of annual and quarterly planning cycles. You define the strategic priorities for the functions, own the executive-level dashboards, and translate complex data into actionable insights for the C-suite.

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
• 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, and partnering with executives and senior leaders to drive the Support agenda.