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About the Role
As the Senior Manager, Implementation Partner Operations, you will own both the operational backbone and the strategic partnership management that make Rippling's partner ecosystem successful. You will serve as a strategic advisor and coach to both partner firm leadership and certified consultants, guiding executives on how to build and scale their Rippling practice. You will build and own the infrastructure that enables partners to implement Rippling effectively at scale, while managing the relationships that drive long-term alignment, accountability, and joint success.
Responsibilities
- Partner with Business Development to identify, evaluate and select new partner firms
- Develop criteria for partner readiness and manage ongoing partner capacity planning
- Build deep, trusted relationships with partner leadership and consultants to ensure long-term success
- Coach partner executives and team managers on scaling their Rippling practice, enforcing quality standards, and managing consultant performance
- Architect and run Rippling’s multi-week Partner Certification Program, including mock calls, mentorship, scorecards, and assessments
- Maintain a comprehensive certification and recertification framework with clear performance thresholds, remediation plans, and decertification paths
- Own all ongoing enablement: product updates, quarterly trainings, workflow rollouts, and readiness programs
- Manage documentation governance – including playbooks, job aids, and partner-facing handbooks
- Define and own the operational systems required to scale partner implementation, including Salesforce fields, workflow automations, and partner access tooling
- Partner with Product, Engineering, Risk, and Business Systems to build features and tools that enable partner self-sufficiency
- Drive operational readiness for Q4 surges and other high-volume periods, including forecasting, resourcing, and sprint planning
- Establish metrics, dashboards, and KPIs to evaluate partner performance across CSAT, accuracy, velocity, and quality
- Run Quarterly Business Reviews (QBRs) with each partner firm
- Track certifications, project completions, utilization, and invoicing in partnership with Finance/Accounting
- Build and maintain feedback loops to continuously optimize program operations, partner performance, and internal processes
- Oversee partner-led implementations to ensure they consistently meet Rippling’s methodology, quality standards, and customer experience bar
- Manage high-severity customer escalations and partner issues through resolution
- Partner with Rippling’s Product, Engineering, Risk, and Security teams to continue to build the infrastructure required to scale the Partner Program
Requirements
- At least 8 years of partnerships, implementation management, operations and/or customer success experience
- Proven track record of developing strong partnerships (internal and external) to achieve business outcomes
- Clear, credible executive level written and verbal communication
- Excellent project management skills, ability to manage multiple complex projects
- Self-motivated & detail oriented problem solver
- Data-driven - utilize metrics to assess program success and opportunities for improvements
Work Type
- hybrid
Experience Level
- Senior Manager
About the Company
- At Rippling, we implement thousands of customers onto our 30+ (and counting!) unique products every year. Our product-driven implementation experience is a core differentiator, replacing long, manual integrations with a streamlined, product-first onboarding process. As we continue to scale, we rely on a high-performing ecosystem of Certified Implementation Partners (Systems Integrators) to expand capacity while maintaining best-in-class quality.
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