Senior Director, Implementation

Rippling; San Francisco (CA); On-site; USD 180,000 - 270,000; Full time

Job summary

Rippling, a San Francisco-based leader in HR, IT, and finances, seeks a seasoned senior leader for Implementation to lead strategy, mentorship, and growth of the team. You will partner with Sales, CX, and Product leadership to drive customer experience, adoption, and value delivery.

You will oversee quarterly plans, KPIs, and scalable processes, while managing a distributed team and maintaining SLAs in a fast-paced SaaS environment.

Qualifications

• 15+ years of experience leading an implementation or customer experience team in fast-paced SaaS environments.
• Deep understanding of systems and operations for B2B and B2C products.
• Experience hiring and managing a distributed team.
• Proven track record of scaling teams and maintaining SLAs and other KPIs.
• Data-driven approach to developing, tracking and optimizing performance metrics.
• Lead by example with a learning mindset and people-first attitude.

Responsibilities

• Hire, mentor, and grow high-performing teams that meet quarterly goals.
• Build, maintain, and execute quarterly plans aligned with objectives.
• Develop, monitor, and manage key performance metrics.
• Use data-driven methods to improve processes and customer experience.
• Collaborate with Rippling senior leaders to achieve company goals.

Skills

Leadership experience

B2B/B2C operations

Distributed team management

Data-driven decision making

Strong communication

Hands-on leadership

Problem solving

Job description

Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system.

Take onboarding, for example. With Rippling, you can hire a new employee anywhere in the world and set up their payroll, corporate card, computer, benefits, and even third-party apps like Slack and Microsoft 365—all within 90 seconds.

Based in San Francisco, CA, Rippling has raised $1.4B+ from the world’s top investors—including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock—and was named one of America's best startup employers by Forbes.

We prioritize candidate safety. Please be aware that all official communication will only be sent from @ Rippling.com addresses.

About the role

Implementation is an essential differentiator for Rippling. The ideal candidate for this role is a seasoned senior leader with extensive experience building and executing strategic initiatives aligned with key business goals. You will manage, mentor, empower, and grow your leadership team to meet and exceed key performance metrics, including customer experience, value, adoption, and team productivity.

You will report to our Vice President of Implementation and work closely with our Sales, CX, and Product senior leadership teams.

What you will do

• Hire, mentor, and grow high-performing teams that consistently meet and exceed quarterly goals and targets
• Build, maintain, and execute quarterly plans aligned with business objectives
• Develop, monitor, and manage key performance metrics
• Leverage a data-driven approach to building and optimizing processes that drive efficiency and an improved customer experience
• Collaborate with senior leaders across Rippling to achieve organizational and company goals

What you will need

• You have 15+ years of professional experience leading an Implementation or Customer Experience team within a fast-paced environment, startup, or SaaS organization
• Deep understanding of systems and operations with B2B and B2C products
• Experience hiring and managing a distributed team
• Proven track record of success in scaling teams and maintaining SLAs as well as other key performance metrics
• A data-driven approach to developing, tracking and optimizing performance metrics
• Lead by example with a learning mindset, people-first attitude, and strong sense of responsibility for your domain
• Self-motivated, detail-attentive, action-driven with the ability to take initiative, execute, and follow-through
• Highly effective communicator with good people instincts - able to build trust and work well with a diverse group inside and outside the company
• Eager for a very hands-on role, where you’ll be asked to take on and run with a range of initiatives outside your comfort zone and learn quickly
• Highly organized, self-motivated, and detail-oriented, with great follow-through on initiatives big and small
• High integrity individual who’s enthusiastic about building a great company for the long term
• Courage to challenge the status quo when logic and reason require it. See something broken? Fix it

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.

Final offer amounts may vary from the amounts listed below.