Director, EOR Implementation

What you will do

• Hire, mentor, and grow high-performing teams that consistently meet and exceed quarterly goals and targets and deliver high-quality implementation services to clients
• Build, maintain, and execute quarterly plans aligned with business objectives
• Develop, monitor, and manage key performance metrics
• Leverage a data-driven approach to building and optimizing scalable implementation strategies and processes that drive efficiency and an improved customer experience
• Collaborate with senior leaders across Rippling to achieve organizational and company goals
• Collaborate with sales and post-sales teams to ensure a seamless transition from sales to implementation to account management & customer support
• Identify and mitigate risks associated with implementation projects, proactively addressing challenges to ensure successful outcomes
• Foster a culture relentlessly focused on delighting customers in Implementation & maximizing adoption of Rippling’s products and services
• Define and evolve the EOR Implementation operating model, including segmentation, coverage, playbooks, QA, and governance
• Lead executive-level escalations and monthly / quarterly business reviews; communicate risks, resourcing needs, and cross-functional dependencies to senior leadership

What you will need

• 10+ years of professional experience leading an Implementation or Customer Success team within a fast-paced environment, startup, or SaaS organization
• Deep understanding of systems and operations with B2B or B2C products
• Experience hiring and managing a globally distributed team
• Proven track record of success in scaling teams and maintaining SLAs as well as other key performance metrics
• A data-driven approach to developing, tracking and optimizing performance metrics
• Lead by example with a learning mindset, people-first attitude, and strong sense of responsibility for your domain
• Self-motivated, detail-attentive, action-driven with the ability to take initiative, execute, and follow-through
• Highly effective communicator with good people instincts - able to build trust and work well with a diverse group inside and outside the company
• Eager for a very hands-on role, where you’ll be asked to take on and run with a range of initiatives outside your comfort zone and learn quickly
• Highly organized, self-motivated, and detail-oriented, with great follow-through on initiatives big and small
• High integrity individual who’s enthusiastic about building a great company for the long term
• Courage to challenge the status quo when logic and reason require it
• Ability to travel to our global offices annually in San Francisco (HQ), Bangalore (India), and Dublin (Ireland) based on business needs (once a year at minimum)