Support Operations, Program Manager (Systems, Tools and AI)

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, Rippling is continuing to raise the bar for the way we support our most strategic customers. As our platform expands across HR, IT, Finance, and Spend, customers need a trusted support partner who can understand the urgency of critical issues, navigate complexity across products, and help them get the most out of their Rippling support experience.

We are looking for a Program Manager to join our Support Operations team focused on systems and tools used by the support organization. There is a massive effort to infuse AI into all team operations, and we need a dedicated person for focus on the ‘new’ way of working. In addition, this role will serve as a backup to other team members with day-to-day responsibilities over our Salesforce Service Cloud instance (SFDC), Jira / Atlassian configuration, Decagon and chatbot optimization, and other ad hoc tool and changes to the tech stack. 

Program Managers in support operations are successful when they solve business problems and drive impact. This role is responsible for building trusted partnerships with support leadership to ensure the teams have the tools necessary to deliver exceptional customer experiences. Successful Program Managers combine deep familiarity with support processes, technical curiosity, operational discipline, and strong judgment under pressure. In addition this role is going to be expected to have deeper familiarity with AI tools such as: Cursor, Claude, Codex, etc. 

What You'll Do

• Partner with Leadership: Collaborate with support leadership as a thought partner to understand their initiatives and translate them into technical requirements (Salesforce, JIRA)
• Cross-functional Collaboration: Work closely with business systems teams (primarily Salesforce), product, and engineering to ensure seamless implementation of requirements
• Project Management: Oversee the entire lifecycle of projects, from initiation to completion, ensuring that they are delivered on time and within scope.
• Prioritization and Decision Making: Effectively prioritize initiatives and make informed decisions to drive the best outcomes for the support department.
• Systematic Thinking: Apply systematic thinking to identify and solve complex problems, ensuring the support department operates efficiently.
• Documentation: Maintain accurate documentation of systems configurations, processes, and project progress.
• Process Optimization: Continuously identify opportunities for process improvement and automation within the support department.
• Adaptability: Deal with ambiguity and adapt to changing priorities while moving fast and delivering high-quality results.
• Stakeholder Communication: Communicate effectively with all stakeholders, providing regular updates on project status and outcomes.

What you’ll need

• Bachelor's degree with 4+ years in program or project management, or systems administration, preferably in a Customer Support or related environment.
• Experience with Salesforce, Jira, and AI tools; SQL knowledge is a plus.
• Proven ability to manage multiple projects simultaneously and deliver results.
• Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams.
• A focus on maximizing efficiency and scalability through systematic thinking and process optimization
• Ability to navigate a high-ambiguity environment
• Strong attention to detail. You can dive into the weeds with the team and pick up on the seemingly small, yet important, details
• Willing to roll up your sleeves. We're still a startup, and will expect you to roll up your sleeves and work hard to provide feedback and get the job done
• Excellent verbal and written communication skills. You'll regularly communicate directly with executives and other senior leaders

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 40 mile 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.