Manager, EOR Implementation

About the role

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 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!

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 implementation workflow

What you will need

• Minimum of 5 years experience in implementation, technical account management, or customer success at a fast-paced SaaS company.
• Experience with end to end employee onboarding - emphasis on global employee onboarding.
• 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.