Manager, Implementation (IT)

Rippling; San Francisco (CA); On-site; USD 140,000 - 210,000; Full time

Benefits offered by this job

Competitive salary

Equity

Benefits

In-office policy

Job summary

Rippling seeks a Manager, IT Implementation to lead a global team of IT Product Specialists and drive adoption across Rippling's IT offerings, including Identity and Access Management, Device Management, Inventory Management, and Third-Party IdP. You will guide front-line IT implementations from client kickoff through go-live, ensuring milestones are met and that product adoption is maximized.

The role requires 2+ years of team management in a customer-facing setting and 5+ years in onboarding

Qualifications

• 2+ years of direct team management in a customer-facing organization such as Professional Services or Technical Client Support.
• 5+ years in customer onboarding or software implementation with external customer management and timelines.
• Strong knowledge of corporate IT landscapes including identity provisioning and device management.
• Proven ability to develop, track, and optimize operational metrics and timelines.
• Self-starter with action bias and comfort in ambiguity in a fast-paced environment.

Responsibilities

• Direct a global team of IT Product Specialists, driving accountability and professional development.
• Lead IT implementations from kickoff through go-live, ensuring milestones are hit and adoption is maximized.
• Identify and mitigate risks in implementation projects and serve as escalation point for complex issues.
• Collaborate with Sales, Technical Account Management, and Support to ensure a seamless customer journey.
• Work with Product & Engineering to improve functionality based on customer feedback and implement scalable playbooks.

Skills

Team leadership

Project management

Customer facing

SaaS experience

Stakeholder collaboration

Tools

MDM

SSO

SAML/OIDC

Google Workspace

Azure AD

Okta

Job description

About the role

Rippling's Product Specialist team ensures customers see incredible business transformation through Rippling's most complex products.

Our engagements are consultative. Our specialists deeply understand the customers' unique pain points, offer creative solutions, and build/set up their Rippling environment to address their needs. Hence, our specialists serve as a bridge between the customer and product teams. They are instrumental in driving adoption.

As a Manager, IT Implementation, you will lead a team of ~7 global specialists to drive the exponential impact of adoption and customer lifetime value (LTV) across Rippling's IT product offerings (Identity and Access Management, Device Management, Inventory Management, and Third-Party IdP).

The ideal candidate has a proven track record of leading client-facing implementation, professional services, or technical client support teams in a fast-paced B2B SaaS environment, combined with the technical ability needed to guide specialists through complex customer environments.

What you will do

• Direct a global team of IT Product Specialists, fostering accountability, continuous professional development, and execution excellence.
• Lead the front-line execution of IT implementations from client kickoff through go-live, ensuring your team hits key milestones and maximizes product adoption.
• Identify and mitigate risks associated with implementation projects, act as an escalation point for complex client implementations and technical issues
• Collaborate cross-functionally with Rippling Sales, Technical Account Management, and Support teams to create a seamless customer journey
• Collaborate with Product & Engineering to continuously improve product functionality based on customer feedback in Implementation
• Monitor key performance metrics and continuous improvement on KPIs while helping to optimize playbooks and frameworks for increased simplicity and efficiency

What you will need

• 2+ years of professional experience directly managing teams within a customer-facing organization, such as Professional Services, Customer Implementation and Technical Client Support.
• 5+ years of overall experience in customer onboarding or software implementation, with a clear understanding of managing external customer relationships and project timelines. Experience working with external facing customers required.
• Strong foundational knowledge of corporate IT landscapes. You must be comfortable coaching a team that works daily with MDM, identity provisioning (SSO, SAML/OIDC), Zero Touch deployment, and Endpoint Lifecycle Management (e.g., Google Workspace, Azure AD, Okta).
• A track record of developing, tracking, and optimizing operational metrics, team capacity, and project timelines.
• Self-starter with a bias towards action, energized by ambiguity and a fast-paced environment, with a strong desire to build.

Additional Information

Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email [e-mail]

Rippling highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a defined radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee's role.

This role will receive a competitive salary + benefits + equity. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.

A variety of factors are considered when determining someone's compensation - including a candidate's professional background, experience, and location. Final offer amounts may vary from the amounts listed below.