Manager, Global Products Implementation
2 months ago
**About Rippling**
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 $1.2B 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.
**About the role**
This is an exciting opportunity to be a foundational People Manager of Rippling’s Global Products Implementation team, with a focus on working with customers based in the APAC region.
Rippling believes that we can change the way small businesses manage HR & IT programs globally. You will manage a team of Global Products Implementation Managers located in the APAC region, who own the customer experience from project kick-off through launch. Through customer education and one-on-one advising, Implementation Managers ensure customers are set up for success with the Rippling products they have purchased.
In addition to your core role as People Manager, you will also have the opportunity to take on cross functional projects and show individual strengths, from product to client experience. Your work will ensure that our front line implementation managers are properly supported to provide a seamless implementation experience
**What you will do**- Own a team of Global Products Implementation Managers, located in the APAC region and each managing a book of ~30 customer implementations.- Support employee career growth through coaching and mentoring- Monitor the health of our KPIs (CSAT, SLAs, etc)- Lead your team to hit KPIs through proactive tracking and mitigation- Serve as an escalation contact internally and externally- Measure the effectiveness and quality of our global products implementation experience, continuously suggesting improvements against our core KPIs- Actively participate in hiring and onboarding of team members- Monitor team capacity and recommend data backed (quantitative and qualitative) solutions from people to process to product- Instrument implementation workflows and optimize process inefficiencies- Design new processes- Collaborate with sales on presale requirements and with CX on exit gates**What you will need**- Minimum of 5 years experience in implementation, technical account management, or customer success at a fast-paced SaaS company.- Experience onboarding employees into a global implementation role- Minimum of 1 year experience as a lead or direct manager with mentorship/coaching responsibility.- Proven project management experience delegating multiple projects simultaneously and on time in a fast-paced environment. Nothing slips through the cracks.- Creative about finding solutions: You are relentless in searching documentation, creating documentation, asking “What if questions.” You push others to do the same.- Confidently navigate multiple external stakeholders that can range from executives to front line staff in IT, to Operations, to HR, to Finance.- Comfortable working and delegating in an autonomous environment, can expertly prioritize, and have a knack for identifying internal and external blockers.
**Bonus**
- 4+ years experience in a customer-facing position within the HCM space (HR,Payroll, Benefits, ETC).- Proficient in tools such as JIRA, SFDC, G Suite, Outreach, Mac Computers
- Experience with Australian payroll
**About the team**
The Global Products Implementation team is the newest edition to our Implementation family here at Rippling. The current team has implementation managers located around the US and in India, Dublin and Canada, and we’re excited to expand. The entire Implementation department includes over 150 team members from various backgrounds. We often collaborate closely with account executives, engineers, and other stakeholders on a daily basis to continuously improve our products and ensure our clients receive a stellar product and end-to-end Rippling experience.
**Additional information**
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 40 mile 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.
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