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Senior Manager, Support Operations

Rippling· Customer Support
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Hybrid (New York, NY), Hybrid (San Francisco, CA), Remote$135k - $202.5kfull-timePosted 3mo ago

About the role

Senior-level support operations leader responsible for building scalable processes, tooling, analytics, and governance to drive high-quality, scalable customer support at Rippling.

Responsibilities

  • 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. Ensure the tech stack and workflows are world-class and future-proofed.
  • Scaling & Optimization: Build for scale, identify opportunities for efficiency, ensure automation is the default, and prepare for rapid growth.
  • Cross-Functional Change Management: Lead complex, high-stakes initiatives across the organization, removing blockers and aligning with cross-functional partners.
  • Strategic Planning & Governance: Collaborate on annual and quarterly planning with VPs and Directors within the support delivery team; translate long-range plans into priorities for program managers.

Qualifications

  • 10-12+ years of Operations or Support Operations experience with significant time in a leadership role within a fast-growing B2B software environment; global experience preferred, including working with BPOs.
  • Proven Leadership: Experience managing and mentoring a team of Program Managers; track record of scaling teams and building a high-performance culture.
  • Mastery of Ambiguity: Ability to provide direction in high-ambiguity environments.
  • High-Level Detail Orientation: Ability to balance strategic oversight with attention to customer-impacting details.
  • Strategic Execution: Startup mentality with scale-up skillset; willingness to execute mission-critical tasks while building scalable systems.
  • Executive Presence: Outstanding verbal and written communication; comfortable partnering with executives and senior leaders.
  • Customer Support Technologies Expert: Deep knowledge of tools such as Salesforce, Fin, JIRA, Slack, Decagon, Sierra, IEX, NICE; understanding their roles in the Customer Experience process.

Skills

Required:Program management leadershipOperations leadershipChange management
Last updated Sep 2, 2026. Interested? Apply on the company site.
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About Rippling

#1 Workforce Management System | HR, IT, Finance

Rippling eliminates the friction from running a business, combining HR, IT, and Finance apps on a unified data platform.

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