Tax Operations Quality & Enablement Lead

Rippling; San Francisco (CA); Remote; USD 140,000 - 180,000; Full time

Job summary

Rippling in San Francisco is seeking a Quality & Enablement Lead for US Tax Operations to own the full training curriculum, run quality assurance, and drive CSAT-driven improvements. You’ll build scalable programs that raise standards across the team and ensure onboarding, refresher courses, and certification tracking stay current.

The role emphasizes independent work in a fast-moving environment and collaboration with managers to close skill gaps while reducing notices and escalations.

Qualifications

• Proven track record building and running a quality or enablement program end-to-end.
• Experience with QA processes and CSAT or customer-experience programs.

Responsibilities

• Own and build the team's end-to-end training framework: structured courses and refresher trainings across each function.
• Run the quality assurance program: auditing case quality, tracking trends, and turning findings into targeted refresher training.
• Monitor CSAT and case-quality trends to catch emerging skill gaps and roll out refresher courses as needed.
• Maintain a current record of training completion and certifications, and partner with managers to close gaps.
• Build and improve quality programs that reduce issues leading to client tax notices or escalations.

Skills

Program management

Quality assurance

CSAT tracking

Training design

Job description

Rippling in San Francisco is seeking a Quality & Enablement Lead for US Tax Operations to own the full training curriculum, run quality assurance, and drive CSAT-driven improvements. You’ll build scalable programs that raise standards across the team and ensure onboarding, refresher courses, and certification tracking stay current.

The role emphasizes independent work in a fast-moving environment and collaboration with managers to close skill gaps while reducing notices and escalations.