WFM Manager, Support Operations

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

As one of the fastest growing startups in the United States, Rippling has surged from a valuation of $0 to $11B and is gearing up to scale our operations to reach $1B in ARR within the next few years. To achieve this ambitious goal, we are seeking a seasoned Manager of Workforce Management who can drive our workforce strategies from good to great on a global scale.

Reporting to the Head of Support Operations, you will be responsible for setting the strategy and internal processes, leading a team of functional program managers to develop and execute the initiatives that will enable our next phase of global growth, and identifying and pursuing opportunities that will help us scale maintaining the delivery speed and quality

What You'll Do

• Lead and Develop WFM Strategies: Oversee the workforce management process across all customer support and service teams globally. Develop and implement comprehensive strategies (including global hiring, outsourcing, offshoring) that enhance productivity and ensure consistent achievement of service levels.
• Manage and Mentor WFM Team: Lead a team of WFM Analysts and Program Managers, providing guidance, training, and mentorship. Ensure the team is highly motivated and equipped to handle the complexities of a multi-channel support environment.
• Enhance Workforce Tools and Processes: Continuously evaluate and refine workforce management tools and processes to increase efficiency and effectiveness. Drive the adoption of advanced forecasting, scheduling, and real-time management practices.
• Collaborate Across Departments: Work closely with other managers and department heads to align workforce management with overall business goals. Facilitate effective communication and coordination to optimize staffing levels and resource allocation.
• Data Analysis and Reporting: Leverage data analytics to track performance metrics, identify trends, and forecast needs. Prepare detailed reports and presentations for senior management to support strategic decision-making.
• Crisis Management and Real-Time Decision Making: Act swiftly to adjust strategies and resources during volume spikes or unexpected challenges to maintain service level agreements (SLAs) and customer satisfaction.

Qualifications

• Experience: 8+ years in Workforce Management, with at least 3 years in a managerial role overseeing multi-channel contact center operations.
• Expertise in WFM Systems: Profound knowledge of WFM systems like IEX, Calabrio, Verint, or similar, with demonstrated ability to optimize their use for business benefit.
• Leadership and Development Skills: Proven track record of leading, developing, and scaling WFM teams in a fast-paced, high-growth environment.
• Analytical Prowess: Strong analytical and problem-solving skills with a history of data-driven operational improvements.
• Communication: Exceptional communication skills, with proficiency in coordinating with diverse teams and managing through digital communication