Manager, Implementation (IT)

About the role

Rippling’s Product Specialist team ensures customers see incredible business transformation through Rippling's most complex products. Our engagements are consultative. Our specialists deeply understand the customers’ unique pain points, offer creative solutions, and build/set up their Rippling environment to address their needs. Hence, our specialists serve as a bridge between the customer and product teams. They are instrumental in driving adoption.

The ideal candidate has a proven track record of leading client-facing implementation, professional services, or technical client support teams in a fast-paced B2B SaaS environment, combined with the technical ability needed to guide specialists through complex customer environments.

What You Will Do

• 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.

What You Will Need

• 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.
• 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.