This is an exciting opportunity to be a foundational People Manager of Rippling’s Global Products Implementation team, focusing on our Employer of Record (EOR) product.
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, 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 chance 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
Note
The role requires you to work the US shift (PST)
What you will do
Own a team of Global Products Implementation Managers,
located around the world 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
Instrument and scale our Global Implementation team
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
Build and document playbooks, email templates, etc - own the end to end Global products impleme