Senior Manager, Implementation (IT Products)

Rippling is a company that provides businesses with a unified platform for HR, IT, and Finance. They are seeking a Senior Manager for IT Implementations to lead a team and ensure the successful delivery of IT solutions to clients, enhancing client experiences and operational excellence.

Responsibilities:

• Direct and mentor a global team of managers, team leads and specialists fostering accountability, continuous professional development, and execution excellence
• Own the strategy and execution of IT SaaS product implementations from client kickoff through go-live
• Identify and mitigate risks associated with implementation projects, act as an escalation point for complex client implementations and technical issues
• Partner with cross-functional leaders (Product, Sales, Engineering, Customer Success) to continuously improve delivery processes and client outcomes
• Collaborate with sales and post-sales teams to ensure a seamless transition from sales to implementation to account management & customer support
• Develop, monitor, and manage key performance metrics
• Build, maintain, and execute quarterly plans aligned with business objectives
• Hire, mentor, and grow high-performing teams that consistently meet and exceed quarterly goals and targets and deliver high-quality implementation services to clients
• Create and optimize playbooks, tooling, and frameworks to drive consistency, efficiency, and scalability across implementations
• Drive adoption of best practices in project management, change management, and client communication
• Foster a culture relentlessly focused on delighting customers in Implementation & maximizing adoption of Rippling’s products and services

Requirements:

• 10+ years of professional experience in Professional Services, Customer Onboarding, or Technical Delivery leadership within a fast-paced SaaS or tech-consulting organization
• At least 2 years of experience leading and developing people managers within a customer-facing organization
• Proven track record in hiring and overseeing distributed global teams
• 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
• 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
• Expert knowledge of IT systems including MDM, identity management (SSO, provisioning), and SaaS application administration