Global Head of Support Operations & Scale

Rippling; San Francisco (CA); On-site; USD 135,000 - 203,000; Full time

Job summary

Rippling is seeking a Support Operations leader to scale our global operations as we grow beyond $1B ARR. You will oversee system changes, workforce planning, tooling & AI, analytics, and vendor management with a team of program managers reporting to the VP of Customer Support.

You will drive strategic planning, governance, and world-class customer experience across the organization, partnering with executives to deliver operational excellence at scale.

Qualifications

• 10-12+ years of Operations or Support Operations experience with leadership in a fast-growing B2B software environment.
• Proven track record of scaling teams and mentoring program managers.
• Ability to lead cross-functional initiatives and drive governance at scale.

Responsibilities

• Plan and execute a 1–3 month road map with program managers, remove blockers, and act as SME for Support Operations.
• Direct critical support processes and ensure world-class tech stacks and workflows.
• Scale delivery through automation and proactive efficiency improvements.
• Lead complex change initiatives across the organization and align cross-functional partners.
• Collaborate on annual/quarterly planning with senior leaders to translate plans into priorities.

Skills

Leadership

Program Management

Operations

Customer Support

Strategic Planning

Cross-functional Collaboration

Global Experience

Ambiguity Management

Tools

Salesforce

JIRA

Slack

Fin

Decagon

Sierra

IEX

NICE

Job description

Rippling is seeking a Support Operations leader to scale our global operations as we grow beyond $1B ARR. You will oversee system changes, workforce planning, tooling & AI, analytics, and vendor management with a team of program managers reporting to the VP of Customer Support.

You will drive strategic planning, governance, and world-class customer experience across the organization, partnering with executives to deliver operational excellence at scale.