Global Support Operations Leader: Scale & Automation

Rippling; United States; Remote; USD 180,000 - 240,000; Full time

Job summary

Rippling is seeking a Senior Support Operations Leader to scale our global customer support programs as we grow. You will own the roadmap for 1–3 month horizons, drive sprint planning with program managers, and ensure the support stack, processes, and analytics are world-class.

You will lead a team of program managers, mentor leaders, and partner with cross-functional teams to automate workflows, optimize performance, and deliver exceptional customer experiences at scale.

Qualifications

• 10-12+ years of Operations or Support Operations leadership in a fast-growing B2B software environment.
• Global experience including working with BPOs.
• Executive communication and leadership in ambiguous, scaling environments.

Responsibilities

• Planning and Execution: Build a 1–3 month roadmap, align on priorities via sprint planning, remove blockers, and act as SME for Support Operations.
• Operational Vision: Direct processes and infrastructure for critical support routines with world-class tech stack and workflows.
• Scaling & Optimization: Drive automation and efficiency to support rapid growth.
• Cross-Functional Change Management: Lead complex initiatives and align with cross-functional partners.
• Strategic Planning & Governance: Collaborate on annual/quarterly planning with VPs/Directors and translate plans into priorities.

Skills

Leadership

Strategic thinking

Executive communication

Change management

Tools

Salesforce

JIRA

Slack

Decagon

Sierra

IEX

NICE

Job description

Rippling is seeking a Senior Support Operations Leader to scale our global customer support programs as we grow. You will own the roadmap for 1–3 month horizons, drive sprint planning with program managers, and ensure the support stack, processes, and analytics are world-class.

You will lead a team of program managers, mentor leaders, and partner with cross-functional teams to automate workflows, optimize performance, and deliver exceptional customer experiences at scale.