Support Operations, Program Manager (Systems, Tools and AI)

Rippling•San Francisco, CA

5d•$126,000 - $189,000•Onsite

About The Position

After becoming one of the fastest growing startups in the United States, Rippling is continuing to raise the bar for the way we support our most strategic customers. As our platform expands across HR, IT, Finance, and Spend, customers need a trusted support partner who can understand the urgency of critical issues, navigate complexity across products, and help them get the most out of their Rippling support experience. We are looking for a Program Manager to join our Support Operations team focused on systems and tools used by the support organization. There is a massive effort to infuse AI into all team operations, and we need a dedicated person for focus on the ‘new’ way of working. In addition, this role will serve as a backup to other team members with day-to-day responsibilities over our Salesforce Service Cloud instance (SFDC), Jira / Atlassian configuration, Decagon and chatbot optimization, and other ad hoc tool and changes to the tech stack. Program Managers in support operations are successful when they solve business problems and drive impact. This role is responsible for building trusted partnerships with support leadership to ensure the teams have the tools necessary to deliver exceptional customer experiences. Successful Program Managers combine deep familiarity with support processes, technical curiosity, operational discipline, and strong judgment under pressure. In addition this role is going to be expected to have deeper familiarity with AI tools such as: Cursor, Claude, Codex, etc.

Requirements

Bachelor's degree with 4+ years in program or project management, or systems administration, preferably in a Customer Support or related environment.
Experience with Salesforce, Jira, and AI tools; SQL knowledge is a plus.
Proven ability to manage multiple projects simultaneously and deliver results.
Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams.
A focus on maximizing efficiency and scalability through systematic thinking and process optimization
Ability to navigate a high-ambiguity environment
Strong attention to detail. You can dive into the weeds with the team and pick up on the seemingly small, yet important, details
Willing to roll up your sleeves. We're still a startup, and will expect you to roll up your sleeves and work hard to provide feedback and get the job done
Excellent verbal and written communication skills. You'll regularly communicate directly with executives and other senior leaders

Nice To Haves

SQL knowledge is a plus.

Responsibilities

Partner with Leadership: Collaborate with support leadership as a thought partner to understand their initiatives and translate them into technical requirements (Salesforce, JIRA)
Cross-functional Collaboration: Work closely with business systems teams (primarily Salesforce), product, and engineering to ensure seamless implementation of requirements
Project Management: Oversee the entire lifecycle of projects, from initiation to completion, ensuring that they are delivered on time and within scope.
Prioritization and Decision Making: Effectively prioritize initiatives and make informed decisions to drive the best outcomes for the support department.
Systematic Thinking: Apply systematic thinking to identify and solve complex problems, ensuring the support department operates efficiently.
Documentation: Maintain accurate documentation of systems configurations, processes, and project progress.
Process Optimization: Continuously identify opportunities for process improvement and automation within the support department.
Adaptability: Deal with ambiguity and adapt to changing priorities while moving fast and delivering high-quality results.
Stakeholder Communication: Communicate effectively with all stakeholders, providing regular updates on project status and outcomes.