Customer Revenue Operations, TechOps- IM Tooling

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

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 at Rippling. 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.