# Senior Manager, Support Operations

**Company:** [Rippling](https://hotfix.jobs/companies/rippling)
**Location:** New York, NY, San Francisco, CA
**Role:** Support Engineering
**Experience:** 10+ years
**Skills:** Salesforce, Jira, Slack, workforce management, reporting, Analytics, Vendor Management, process documentation, AI Tools, Change Management
**Posted:** 2026-07-20

> 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.

## Job Description

## 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).

## Similar roles

- [AI Support Engineer, Biosciences](https://hotfix.jobs/jobs/9d2b3af5-8373-4e2e-92e2-221e84d89147) - OpenAI - San Francisco, CA - $180k – $260k/yr
- [Manager, Escalation Management](https://hotfix.jobs/jobs/a30e770e-9387-42af-8f4b-93c4675d7d09) - Snowflake - Remote - $112k – $147k/yr
- [Senior Support Engineer | Remote | US](https://hotfix.jobs/jobs/5597994a-0dfd-406a-a469-3113c50b571d) - n8n - Remote
- [Senior Customer Support Quality Analyst](https://hotfix.jobs/jobs/9a11ed2f-c6cb-4f9d-b505-e4371984cd3f) - Mercury - Remote - $82k – $114k/yr
- [Data Center Operations, Network Technician Lead](https://hotfix.jobs/jobs/dac8ce5e-a5a4-426d-8212-b38380db5f6c) - Fluidstack - Buffalo, NY - $140k – $200k/yr

**Apply:** https://hotfix.jobs/jobs/f405cb13-39fb-43e8-a51c-3fccdc09f3b6
**Canonical:** https://hotfix.jobs/jobs/f405cb13-39fb-43e8-a51c-3fccdc09f3b6