Customer Revenue Operations, TechOps- IM Tooling

About the role

We are seeking an experienced Technical Operator to join our team. The purpose of this role is to be a thoughtful, high powered technical operator supporting the Implementation team. This role sits at the dynamic intersection of our customer lifecycle where we implement our customers at a high level. Our customer base continues to rapidly grow across the world and we deliver over 25,000 implementations annually (and growing). Therefore this is a mission critical role which requires technical expertise to understand (i) how we implement customers across products, teams, segments (ii) where we can optimize implementation performance (iii) and what tools we can deploy to improve efficiency in this process.

We have several sub-orgs and dozens of implementation segments, each with specific and nuanced coverage areas for the customers they service. Your role will be to develop deep expertise across our entire customer lifecycle and then focus on supporting all Implementation teams across the entire company. You will primarily focus on understanding the entire implementation function and translating that understanding into simplified visuals and frameworks for how implementation work is completed, where there are consistencies and where we can automate workflows. You will become a subject matter expert on the implementation process and propose direct and actionable systems solutions for breaking down and building out a comprehensive implementation workflow in our technical environment. You will partner with our RevOps and Business Systems teams to design, develop, deploy, and operate a brand new architecture to simplify operations for one of our largest internal teams. This role's output will directly translate into smoother implementation processes, faster time-to-implement, increases in CSAT scores, and ultimately a better experience for our customers.

This role will be directly responsible for delivering a high-impact, highly visible strategic project for the business. You will be partnering with RevOps, Systems and Leadership Teams to design weekly, monthly and quarterly project roadmaps and then will be held accountable to delivering across those roadmaps. You will work cross-functionally with various departments to ensure efficient and streamlined systems, with a focus on supporting our technical needs. You will produce timely reporting with clear callouts, clear communications and critical strategy documentation (visuals/memos/decks).

What you will do

Technical Leadership:

• Serve as the primary point of contact for business systems and related teams for GTM (AM & Channel)
• Operate across systems including Salesforce, Jira, Confluence, Slack, Gong, Delighted, Outreach.
• Manage systems provisioning, permissioning, and role-based access within the organization.
• Gather and translate business requirements into technical specifications.
• Lead QA/testing of all systems changes to maintain data integrity.
• Design, test, and implement configurations for new product and process launches.
• Support real-time troubleshooting and resolution of active systems issues.

Process Design, Process Optimization & Process Performance Management

• Oversee day-to-day Salesforce data operations including maintaining data integrity and updating infrastructure.
• Develop and maintain dashboards and reports for operational and performance metrics..
• Design and document workflows for all stages of customer processes.
• Identify and prioritize process gaps and automation opportunities.
• Centralize tracking of product data and oversee tooling for assignment routing and project lifecycle progression.

Project Management, Change Management & Enablement:

• Manage projects from conception to delivery and provide executive-level updates.
• Triage and prioritize incoming requests and work cross-functionally with Product, Engineering, Biz Systems, and RevOps.
• Lead change management across system and process launches, ensuring effective communication and documentation.
• Coordinate with Enablement to develop training sessions for the Team on tool and process updates.
• Clear communication and orchestration across multiple stakeholder groups.

What you will need

• 3-7 years of work experience in Systems, Systems Design, SFDC Admin, Sales Systems or related fields
• Requires Salesforce, SQL and BI experience
• Excellent technical design skills (Salesforce flows, data mocks, flowchart visuals, custom objects architecture and data flow automations)
• Proactive self-starter with experience driving projects that deliver measurable impact to GTM and System teams
• Able to work with a high degree of autonomy in a fast-moving startup or a hyper growth environment
• Strong analytical, modeling, and conceptual problem-solving skills
• Excellent communication skills (written, verbal)
• Experience driving cross-functional initiatives with speed and efficiency
• Excellent cross-functional stakeholder management
• Familiarity with AI tools a plus (Claude, ChatGPT, Grok)

Additional Information

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. We are committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email accomodations@rippling.com

We highly value 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 an office), we consider working in the office, at least three days a week under current policy, to be an essential function of the employee's role.