Implementation Manager Team Lead

**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 $1.4B 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.

**About the role**

As an Implementation Manager Team Lead, you will blend the traditional Implementation Manager role with the Team Lead role. You will assume several leadership responsibilities on your team, working closely with your Manager to drive progress on key outcomes by recruiting, hiring & mentoring new team members, supporting on escalations and ad hoc customer needs and contributing on cross-segment and cross-functional process and product initiatives. This is a great opportunity for Implementation Managers interested in moving into leadership positions and gaining management experience.

Team Leads will also often cover during Manager OOO. Team leads will carry a modified book of business to ensure you stay close to Customer, product, and process and you will use that knowledge to support the members of the IM team in learning and executing their roles effectively to ensure Customers have a positive implementation experience and are enabled to realise the full value out of their chosen suite of products. You will join an energetic, fun-loving customer and product-obsessed team at the forefront of Rippling’s exponential growth.

**What you will do**
- Carry a modified book of business, 30-50%, prioritising more advanced or complex customers and/or new products, acting as the first point of escalation for SMB/MM customers.
- Coach and mentor new hires coming out of Rippling onboarding, individually and in group forums such as hosted office hours, side by sides
- Contribute to Implementation Manager onboarding program feedback from new hire mentoring in the team
- Support Implementation Managers in handling customer escalations, and building action plans to address outstanding customer issues
- Collaborate closely with Product and Engineering to improve and troubleshoot customer issues as well as provide feedback on product enhancements
- Lead project and initiative work regarding products, processes, and best practices both within the team and cross-functionally
- Provide feedback about the Implementation Managers’ performance to the Team Manager
- Be held accountable to CSAT, retention & performance, and on time delivery of the team along with individual execution of team initiatives.
- Serve as OOO backup for Team Managers

**What you will need**
- Minimum 1+ years of Rippling Implementation experience, 2+ years or equivalent industry experience preferred.
- Proven track record of success managing multiple projects and stakeholders simultaneously in a fast-paced environment.
- Stellar communication and presentation skills; the ability to simplify complex concepts for any audience.
- A passion for building relationships and a deep commitment to driving an exceptional customer experience.
- Strong critical thinking skills, a growth mindset, and a desire to continuously improve.
- Strong deescalation and customer management skills

**Bonus**
- 1+ years experience segment experience
- Prior mentoring and coaching 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.

li-hybrid