Program Manager, Support Operations

About the Role

Support Operations drives the most impactful initiatives and addresses mission-critical challenges for Rippling Customer Support. This small and high-performing team excels at bringing structure to ambiguity, crafting strategic direction, aligning stakeholders, and driving operational excellence.

We are looking for a new Program Manager who is an exceptional problem-solver (able to break down complex business challenges using first-principles thinking), self-driven contributor (able to execute complex analysis with minimal supervision), hands-on operators (able to work through obstacles and get things done), and trusted partners (able to build trust and influence executive stakeholders). You will lead programs and projects around support initiatives, including but not limited to volume forecasting, recruiting coordination, cost optimization, change management, quality improvement, and new product launches.

What You'll Do

• Effectively manage and implement initiatives to meet overall support goals successfully
• Work with cross-functional team members to develop detailed project schedules including milestones, deliverables, and dependencies based on business objectives, budget, scope, timeline, and risks
• Partner with engineering, product and other functions to launch new initiatives and see them through to completion
• Partner with our finance and revenue ops organizations to standardize and distribute the key operating metrics for the business
• Analyze the data relevant to any project or focus area; run your own queries, build your own dashboards, build your own Pivot Tables
• Proactively communicate project statuses to team members, stakeholders, business champions, project sponsors, and executives.

Qualifications

• 5+ years of experience in management consulting, business operations, product/program management. We will consider high-trajectory candidates with fewer years of experience but at top companies with a clear track record of excellence
• Experience in a highly cross-functional role and can clearly describe and work within the organizational dynamics of a fast-growth company
• Naturally analytical mindset; the candidate gravitates toward a spreadsheet rather than a slide deck
• Ability to operate at all altitudes – discussing strategy and vision with executives, and troubleshooting operations with individual contributors
• An extreme degree of ownership and grit. You do not let go until a problem is solved for good
• Ability to execute with conviction and good judgment with limited guidance; needs minimal direction in an ambiguous context to take action and then adapt quickly
• Additional experience in Vendor Management or Workforce Management would be preferred

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 accomodations@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 + equity. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.

A variety of factors are considered when determining someone’s compensation–including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed below.

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