About RipplingRippling 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.comaddresses.
About the roleAt Rippling, we implement thousands of customers onto our 30+ (and counting!) unique products every year. Our product-driven implementation experience is a core differentiator, replacing long, manual integrations with a streamlined, product-first onboarding process. As we continue to scale, we rely on a high-performing ecosystem of Certified Implementation Partners (Systems Integrators) to expand capacity while maintaining best-in-class quality.As theSenior Manager, Implementation Partner Operations,you will own both the operational backbone and the strategic partnership management that make this ecosystem successful. You will serve as a strategic advisor and coach to both partner firm leadership and the certified consultants executing implementations – guiding executives on how to build and scale their Rippling practice.You will build and own the infrastructure that enables partners to implement Rippling effectively at scale, while managing the relationships that drive long-term alignment, accountability, and joint success. Acting as the connective tissue between Rippling and our partner firms, you will advise partner leadership, drive performance and enablement.What you will doEcosystem Development:Partner with Business Development to identify, evaluate and select new partner firmsDevelop criteria for partner readiness and manage ongoing partner capacity planningBuild deep, trusted relationships with partner leadership and consultants to ensure long-term successCoach partner executives and team managers on scaling their Rippling practice, enforcing quality standards, and managing consultant performanceEnablement & CertificationIn partnership with CX Enablement, architect and run Rippling’s multi-week Partner Certification Program, including mock calls, mentorship, scorecards, and assessmentsMaintain a comprehensive certification and recertification framework with clear performance thresholds, remediation plans, and decertification pathsOwn all ongoing enablement: product updates, quarterly trainings, workflow rollouts, and readiness programsManage documentation governance – including playbooks, job aids, and partner-facing handbooks – to ensure partners always have accurate, up-to-date resourcesOperational Infrastructure & ToolingDefine and own the operational systems required to scale partner implementation, including Salesforce fields, workflow automations, and partner access toolingPartner with Product, Engineering, Risk, and Business Systems to build features and tools that enable partner self-sufficiency (e.g., Risk Evaluation interface, Debugger gating)Drive operational readiness for Q4 surges and other high-volume periods, including forecasting, resourcing, and sprint planningProgram Operations & GovernanceEstablish metrics, dashboards, and KPIs to evaluate partner performance across CSAT, accuracy, velocity, and qualityRun Quarterly Business Reviews (QBRs) with each partner firmTrack certifications, project completions, utilization, and invoicing in partnership with Finance/AccountingBuild and maintain feedback loops to continuously optimize program operations, partner performance, and internal processesExecution & Escalation ManagementOversee partner-led implementations to ensure they consistently meet Rippling’s methodology, quality standards, and customer experience barManage high-severity customer escalations and partner issues through resolutionPartner with Rippling’s Product, Engineering, Risk, and Security teams to continue to build the infrastructure required to scale the Partner ProgramWhat you will needAt least 8 years of partnerships, implementation management, operations and/or customer success experienceProven track record of developing strong partnerships (internal and external) to achieve business outcomesClear, credible executive level written and verbal communicationExcellent project management skills, ability to manage multiple complex projectsSelf-motivated & detail oriented problem solverData-driven - utilize metrics to assess program success and opportunities for improvementsAdditional InformationRippling 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 accomodations@rippling.comRippling 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.#li-remote #li-hybrid
