About the roleAt 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.
As the
Senior Manager, Implementation Partner Operations, you will own both the operational backbone and the strategic partnership management that make this ecosystem successful. You will serve as a strategic advisor and coach to both partner firm leadership and the certified consultants executing implementations - 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. Acting as the connective tissue between Rippling and our partner firms, you will advise partner leadership, drive performance and enablement.
What you will doEcosystem Development:
- 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
Enablement & Certification
- In partnership with CX Enablement, 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 - to ensure partners always have accurate, up-to-date resources
Operational Infrastructure & Tooling
- 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 (e.g., Risk Evaluation interface, Debugger gating)
- Drive operational readiness for Q4 surges and other high-volume periods, including forecasting, resourcing, and sprint planning
Program Operations & Governance
- 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
Execution & Escalation Management
- 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
What you will need- 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
Additional InformationRippling highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a defined radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee's role.
#li-remote #li-hybrid
The pay range for this role is:
117,300 - 185,725 USD per year (US Tier 1)
105,570 - 167,152 USD per year (US Tier 2)
99,705 - 157,866 USD per year (US Tier 3)
