Global Support Operations Leader - Scale & Automate

Rippling; New York (NY); On-site; USD 180,000 - 240,000; Full time

Job summary

Rippling is seeking a senior leader to own and scale the Support Operations function, reporting to the VP of Customer Support. You will drive programs, tooling, governance, and analytics, leading a team of eight program managers to deliver high-quality service at scale.

The role requires 10–12+ years in operations, global experience, and a proven ability to manage complex initiatives across a fast-growing SaaS environment. A strategic mindset and executive-level communication are essential.

Qualifications

• 10–12+ years in operations or support operations in fast-growth SaaS.
• Leadership of a team of program managers with scale experience.
• Experience with global/BPO partnerships and vendor management.
• Ability to navigate ambiguity and drive governance and strategy.

Responsibilities

• Plan and execute a 1–3 month roadmap for program managers with sprint planning and blockers removal.
• Direct business processes and infrastructure for core Support routines and tooling.
• Scale operations with a focus on automation and future-proof workflows.
• Lead cross-functional change initiatives and align Support with partners.
• Collaborate on annual/quarterly planning with VPs/Directors and translate plans into priorities.

Skills

Leadership

Roadmap planning

Change management

Strategic thinking

Executive communication

Customer support tech

Tools

Salesforce

JIRA

Slack

Fin

IEX

NICE

Decagon

Sierra

Job description

Rippling is seeking a senior leader to own and scale the Support Operations function, reporting to the VP of Customer Support. You will drive programs, tooling, governance, and analytics, leading a team of eight program managers to deliver high-quality service at scale.

The role requires 10–12+ years in operations, global experience, and a proven ability to manage complex initiatives across a fast-growing SaaS environment. A strategic mindset and executive-level communication are essential.