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About the Role
Rippling is seeking a Program Manager for its Support Operations team to focus on systems and tools, including the integration of AI into team operations. This role will also provide backup support for Salesforce Service Cloud, Jira/Atlassian configuration, Decagon, and chatbot optimization. The Program Manager will partner with support leadership to ensure the team has the necessary tools for exceptional customer experiences, combining familiarity with support processes, technical curiosity, operational discipline, and strong judgment under pressure. Deeper familiarity with AI tools like Cursor, Claude, and Codex is expected.
Responsibilities
- Collaborate with support leadership to understand initiatives and translate them into technical requirements for systems like Salesforce and JIRA.
- Work closely with business systems teams, product, and engineering to ensure seamless implementation of requirements.
- Oversee the entire lifecycle of projects from initiation to completion, ensuring on-time and within-scope delivery.
- Effectively prioritize initiatives and make informed decisions to drive optimal outcomes for the support department.
- Apply systematic thinking to identify and solve complex problems, ensuring efficient operation of the support department.
- Maintain accurate documentation of systems configurations, processes, and project progress.
- Continuously identify opportunities for process improvement and automation within the support department.
- Deal with ambiguity and adapt to changing priorities while moving fast and delivering high-quality results.
- Communicate effectively with all stakeholders, providing regular updates on project status and outcomes.
Requirements
- Bachelor's degree with 4+ years in program or project management, or systems administration, preferably in a Customer Support or related environment.
- Proven ability to manage multiple projects simultaneously and deliver results.
- Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams.
- A focus on maximizing efficiency and scalability through systematic thinking and process optimization.
- Ability to navigate a high-ambiguity environment.
- Strong attention to detail.
- Willingness to roll up your sleeves and work hard.
- Excellent verbal and written communication skills, including direct communication with executives and senior leaders.
Skills
- Salesforce
- Jira
- AI tools
- SQL knowledge (plus)
- Systematic thinking
- Process optimization
- Project management
- Stakeholder communication
Location
- US-based
Work Type
- In-office
- Hybrid
Experience Level
- 4+ years
Education Level
- Bachelor's degree
Salary/Compensations
- Competitive salary + benefits + equity
Benefits
- Competitive salary + benefits + equity
About the Company
- Rippling is one of the fastest-growing startups in the United States.
- Rippling's platform expands across HR, IT, Finance, and Spend.
- Rippling highly values having employees working in-office to foster a collaborative work environment and company culture.
Equal Opportunity
- Rippling is an equal opportunity employer.
- We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics.
- Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email accomodations@rippling.com.