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

Rippling is hiring for a Strategy & Operations Sr. Program Manager to manage critical operations and reporting capabilities for our Customer Support organization (“CS”). This role will support the full design of Rippling’s Customer Support HC strategy and will monitor and report on execution to that strategy. This role will partner closely with senior leadership to build strategic business plans for the business. They will work to operationalize these plans throughout the year. They will own the build of critical business reporting and present on several cadences (weekly ad-hoc/newsletters, monthly via the MBR, quarterly via strategy memo production). You will support a wide-range of CS operations including ticket forecasting, headcount & capacity planning, and oversee one of the largest organizations (800+) in the business. Lastly, you’ll collaborate closely with leadership across interconnected parts of the business (CX, Rev Ops, and Finance) and be expected to cross-functionally partner with teams to manage business performance and surface key insights. The ideal candidate will have worked in fast-paced environments before, ideally at a multi-product SaaS company and will have made a measurable impact to the organization. You should also be comfortable tackling ambiguous and challenging problems and working independently as well as part of a team. This is an opportunity to work on high-visibility strategic initiatives in a rapidly growing sales organization.

What you will do

• Business Partner and Team Player: You will be a strategic thought partner and responsible for the operational cadence of the business. You will coordinate with Support operations teammates on hiring, WFM, systems, and process improvements for the CS organization. You will work with senior leadership and with other teams cross-functionally on key components of our annual planning process including modeling, forecasting, and reporting.
• Strategic and Operational Planning: You will own financial model (capacity plan) for the CS organization, lead the building of detailed strategic and operational plans, and ensure modeling keeps pace with the evolving needs of the business.
• Operational Management: You will operate at the intersection of 100+ Support Managers and Directors. You will design and implement new data capture strategies to improve operational efficiency.
• Ticket Forecasting: You will own the monthly support volume forecasting process. You will oversee forecasting performance and accuracy and increase both over time.
• Reporting: You will own monthly MBR reporting. You will build, manage and share materials to executive leadership and surface insights to leadership that are both quantified and actionable.
• Ad-hoc analysis and project support: Develop a deep understanding of the entire Customer Support business at Rippling to inform your ability to provide ad hoc analysis support. You will leverage data to surface key insights about the business and provide thoughtful, logical, sound recommendations to leadership.

What you will need

What you will need

• 3-5+ years of work experience in investment banking or other related fields (with substantial modeling experience)
• Requires strong Microsoft Excel / Google G-Sheets skills and financial modeling skills
• Requires SQL and BI (Tableau, PowerBI or similar) experience; Salesforce experience is a nice to have
• Strong analytical, modeling, and conceptual problem-solving skills and ability to work with large data sets
• Proactive, self-starter with direct experience driving projects that deliver measurable impact to Operations teams
• Ability to work with a high degree of autonomy in a fast-moving startup or a hyper growth environment
• Excellent communication skills (written, verbal)
• Experience driving cross-functional initiatives with speed and efficiency
• Excellent cross-functional stakeholder management

Additional Information:

Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email accommodations@rippling.com

Rippling highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a defined radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee's role.

This role will receive a competitive salary + benefits + bonuses + equity.

Base Pay Range:

$120,000-$150,000