Senior Manager, Implementation Partner Operations

Rippling•Chicago, IL

2d•$117,300 - $185,725

About The Position

At Rippling, the Senior Manager, Implementation Partner Operations owns the operational infrastructure and strategic partnership management for the Certified Implementation Partner ecosystem. The role helps partners expand implementation capacity while maintaining quality, and serves as a strategic advisor and coach to partner firm leaders and certified consultants. The Senior Manager builds systems and relationships that enable partners to implement Rippling effectively at scale, driving alignment, accountability, performance, and enablement. The role develops the partner ecosystem; designs and runs certification and ongoing enablement; establishes operational systems, tools, and documentation; oversees metrics, governance, and program operations; and supports partner-led implementations and escalations. It collaborates with teams across Business Development, CX Enablement, Product, Engineering, Risk, Security, Business Systems, and Finance/Accounting.

Requirements

At least 8 years of experience in partnerships, implementation management, operations, and/or customer success.
Proven track record of developing strong internal and external partnerships to achieve business outcomes.
Clear and credible executive-level written and verbal communication skills.
Excellent project management skills and ability to manage multiple complex projects.
Self-motivated, detail-oriented problem solver.
Data-driven approach, using metrics to assess program success and identify opportunities for improvement.

Responsibilities

Partner with Business Development to identify, evaluate, and select new partner firms.
Develop partner-readiness criteria and manage ongoing partner capacity planning.
Build trusted relationships with partner leadership and consultants.
Coach partner executives and team managers on scaling their Rippling practice, enforcing quality standards, and managing consultant performance.
Architect and run the multi-week Partner Certification Program with CX Enablement, including mock calls, mentorship, scorecards, and assessments.
Maintain certification and recertification frameworks, including performance thresholds, remediation plans, and decertification paths.
Own ongoing partner enablement, including product updates, quarterly trainings, workflow rollouts, and readiness programs.
Govern partner documentation, including playbooks, job aids, and partner-facing handbooks, to keep resources accurate and up to date.
Define and own operational systems for scaling 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.
Drive operational readiness for Q4 surges and other high-volume periods through forecasting, resourcing, and sprint planning.
Establish metrics, dashboards, and KPIs to assess partner performance across CSAT, accuracy, velocity, and quality.
Run Quarterly Business Reviews with each partner firm.
Track certifications, project completions, utilization, and invoicing with Finance/Accounting.
Build feedback loops to continuously improve program operations, partner performance, and internal processes.
Oversee partner-led implementations to ensure they meet Rippling’s methodology, quality standards, and customer experience expectations.
Manage high-severity customer escalations and partner issues through resolution.
Partner with Product, Engineering, Risk, and Security to build infrastructure needed to scale the Partner Program.