AI-Driven Support Operations Program Manager

Rippling; San Francisco (CA); On-site; USD 81,000 - 122,000; Full time

Job summary

Rippling is seeking a Program Manager for Support Operations focused on systems, tools, and AI. You will partner with leadership to translate initiatives into technical requirements and oversee the end-to-end delivery of projects across Salesforce, Jira, and other stack components.

This role backs the support organization, drives automation, and ensures scalable processes while collaborating with product, engineering, and customer-success teams.

Qualifications

• 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

Responsibilities

• 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.

Skills

Salesforce

Jira

AI tools

SQL

Project management

Communication

Cross-functional collaboration

Education

Bachelor's degree

Tools

Salesforce Service Cloud

Decagon

Chatbot optimization

Job description

Rippling is seeking a Program Manager for Support Operations focused on systems, tools, and AI. You will partner with leadership to translate initiatives into technical requirements and oversee the end-to-end delivery of projects across Salesforce, Jira, and other stack components.

This role backs the support organization, drives automation, and ensures scalable processes while collaborating with product, engineering, and customer-success teams.