Managed Payroll Lead

Rippling

6h•$78,300 - $105,000•Onsite

About The Position

Rippling is expanding its Managed Payroll offering in the US, and we’re looking for a Managed Payroll Lead to own and scale that effort. This is a rare opportunity to shape a service from its earliest stage — defining the operating model, setting the standard for delivery, and building the foundation for a best-in-class customer experience. You will be both a hands-on operator and a people leader. In the near term, that means running payroll, owning client relationships, and sitting in the detail alongside your team. Over time, it means developing the people, processes, and infrastructure that allow the program to grow without sacrificing service quality. Rippling is an AI-forward environment, and this role is no exception. Automation and AI-assisted workflows handle the busy work, freeing you and your team to focus on what matters most: delivering an exceptional customer experience and navigating the complexity that no tool can fully anticipate. Comfort with — and curiosity about — evolving technology is a must. This role is right for someone who has led a managed or outsourced payroll team, thrives in ambiguity, and gets genuine satisfaction from building something from the ground up. You won’t have all the answers on day one — and that’s the point. Please note we will not be hiring this position in the San Francisco Bay Area or New York City Metro

Requirements

5+ years of hands-on US managed or outsourced payroll experience, covering multi-state processing
2+ years in a team lead, supervisor, or manager role within a payroll service delivery environment
Demonstrated experience standing up or materially improving a team, process, or service — not just inheriting and maintaining one
Strong working knowledge of federal and state payroll regulations, including tax withholding, garnishments, benefits deductions, and leave compliance
Proven ability to manage client-facing relationships at a senior level, including navigating escalations and difficult conversations
Comfortable working in fast-moving, ambiguous environments — you make decisions with incomplete information and course-correct quickly
A builder’s mindset: you document what you learn, close gaps proactively, and leave things better than you found them
Genuine comfort with technology and automation; experience contributing to tooling decisions or product feedback loops is a strong plus
Proficiency in Google Workspace and/or Microsoft Excel; experience with Salesforce, JIRA, or similar tools is a plus

Nice To Haves

Experience in a SaaS or HRIS environment
FPC or CPP certification
Experience working cross-functionally with Product or Engineering teams

Responsibilities

Onboard and develop a team of US Managed Payroll Specialists, building capacity as the customer portfolio grows
Set clear performance expectations, provide regular coaching and feedback, and create an environment where the team can do their best work
Serve as the first point of escalation for your team — helping them navigate complex accounts, difficult client situations, and edge cases
Foster a culture of accuracy, ownership, and continuous improvement
Own the design and documentation of the US Managed Payroll operating model — SOPs, playbooks, escalation frameworks, quality standards, and onboarding materials
Identify tooling and automation opportunities and work with Product and Engineering to prioritize and implement them
Build the feedback loop between operations and product: surface patterns, flag risks, and advocate for improvements that will scale the program effectively
Define and track the metrics that matter — SLAs, accuracy rates, client satisfaction, team capacity — and use them to drive decisions
Maintain hands-on involvement in payroll execution, particularly during the early stage of the program and when supporting complex or high-risk accounts
Own a portfolio of strategic or escalated client relationships, ensuring service delivery meets the highest standards
Oversee pre-validation, approval coordination, and post-run quality checks across the team’s accounts
Ensure compliance with federal, state, and local payroll regulations across a multi-state client base
Act as a primary operational stakeholder for Product and Engineering on Managed Payroll — representing the team’s needs, testing new features, and contributing to roadmap prioritization
Partner with Sales and Implementation on client onboarding, account transitions, and escalations that require senior involvement
Work with Payroll Compliance and Legal as regulatory questions arise