Senior Manager, Implementation (IT Products)

About the role

The Sr. Manager, IT Implementations is responsible for leading a team of 25+ members in driving successful IT solution implementations for Rippling's client base. This includes Identity and Access Management, Device Management, Inventory Management, and Third Party IdPs. The role requires partnering with cross-functional teams such as Sales, Product, Engineering, and Customer Success to refine processes, enhance client experiences, and ensure scalable, world-class implementations.

What you will do

• 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
• 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

What you will need

• You have 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

Nice to have

• Expert knowledge of IT systems including MDM, identity management (SSO, provisioning), and SaaS application administration

About the team

The IT implementation team supports Rippling's mid market and enterprise customers by leveraging the power of Rippling's IT platform. Currently spread across the USA and India, the team has two managers, two team leads, and thirteen specialists. They collaborate closely with Sales, Product, and Engineering to deliver a seamless experience to clients.

Additional Information

• Rippling is an equal opportunity employer committed to building a diverse and inclusive workforce.
• The role offers a competitive salary + benefits + equity, with final offer amounts varying based on location and experience.
• This role is remote (United States) or located in Austin, TX, Seattle, WA, New York, NY, or San Francisco, CA.