Manager, Implementation (IT Products)

Rippling provides a unified platform for businesses to manage HR, IT, and Finance. The Manager, Implementation (IT Products) will lead a global team of IT Product Specialists, oversee client-facing implementations from kickoff through go-live, drive product adoption, and improve implementation processes and performance metrics.

Responsibilities:

• Direct a global team of IT Product Specialists, fostering accountability, continuous professional development, and execution excellence
• Lead the front-line execution of IT implementations from client kickoff through go-live, ensuring your team hits key milestones and maximizes product adoption
• Identify and mitigate risks associated with implementation projects, act as an escalation point for complex client implementations and technical issues
• Collaborate cross-functionally with Rippling Sales, Technical Account Management, and Support teams to create a seamless customer journey
• Collaborate with Product & Engineering to continuously improve product functionality based on customer feedback in Implementation
• Monitor key performance metrics and continuous improvement on KPIs while helping to optimize playbooks and frameworks for increased simplicity and efficiency

Requirements:

• 2+ years of professional experience directly managing teams within a customer-facing organization, such as Professional Services, Customer Implementation and Technical Client Support
• 5+ years of overall experience in customer onboarding or software implementation, with a clear understanding of managing external customer relationships and project timelines. E****xperience working with external facing customers required.
• Strong foundational knowledge of corporate IT landscapes. You must be comfortable coaching a team that works daily with MDM, identity provisioning (SSO, SAML/OIDC), Zero Touch deployment, and Endpoint Lifecycle Management (e.g., Google Workspace, Azure AD, Okta)
• A track record of developing, tracking, and optimizing operational metrics, team capacity, and project timelines
• Self-starter with a bias towards action, energized by ambiguity and a fast-paced environment, with a strong desire to build