Senior Manager, Support Operations

Lead Support Operations at Rippling, overseeing a team of 8 program managers. Drive system changes, workforce management, AI tooling, analytics, vendor relations, and process improvements to scale customer support to $1B ARR. Requires 10-12+ years operations leadership in fast-growing B2B SaaS, global/BPO experience preferred, and deep expertise in support technologies.

About the job

What You'll Do

Build a 1-3 month roadmap, align priorities for program managers via recurring sprint planning, remove blockers, and serve as the definitive subject matter expert on Support Operations.
Direct business processes and infrastructure for critical Support routines, ensuring the tech stack and workflows are world-class and future-proofed.
Identify hidden opportunities for efficiency at scale, making automation the default and preparing the organization for rapid business growth.
Lead complex, high-stakes cross-functional initiatives, navigating hurdles to ensure seamless alignment between Support and partners.
Collaborate on annual and quarterly planning cycles with VPs and Directors, translating long-range plans into priorities for program managers.

Responsibilities

Lead core support activities including system changes, workforce management, tooling and AI, reporting/analytics, vendor management, and process documentation.
Manage and mentor a team of 8 program managers.
Provide operational vision, scaling, optimization, and strategic planning & governance for Support Operations.

Qualifications

10-12+ years of Operations or Support Operations experience with significant leadership time in a fast-growing B2B software environment. Global experience strongly preferred, including working with BPOs.
Extensive experience managing and mentoring Program Managers, with a track record of scaling teams, developing leadership talent, and building a high-performance culture.
Thrive in high-ambiguity environments, providing direction and calm.
High-level detail orientation with judgment on when to dive deep versus focus on strategy.
Maintain a "startup" mentality with "scale-up" skillset; roll up sleeves for critical tasks while building systems to eliminate manual work.
Exceptional verbal and written communication skills with executive presence to challenge, persuade, and partner with senior leaders.
Deep knowledge of Customer Support Technologies: Salesforce, Fin, JIRA, Slack, Decagon, Sierra, IEX, NICE (both usage and role in overall Customer Experience process).