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Rippling is expanding its Managed Payroll offering in the US and seeking a Managed Payroll Lead to own and scale this service from its earliest stage. You will define the operating model, set delivery standards, and build 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, you will run payroll, own client relationships, and work alongside your team in the details. Over time, you will develop the people, processes, and infrastructure that allow the program to grow without sacrificing service quality.
Rippling is an AI-forward environment. Automation and AI-assisted workflows handle routine work, freeing you and your team to focus on delivering exceptional customer experience and navigating complexity that tools cannot fully anticipate. Comfort with and curiosity about evolving technology is essential.
**Team Leadership & Development:**
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.
**Operating Model & Program Development:**
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 metrics that matter—SLAs, accuracy rates, client satisfaction, team capacity—and use them to drive decisions.
**Payroll Execution & Client Delivery:**
Maintain hands-on involvement in payroll execution, particularly during the early stage 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.
**Cross-Functional Partnership:**
Work closely with Sales, Customer Success, Product, and Engineering to align on priorities, communicate operational constraints, and drive improvements that enhance both customer experience and team efficiency.
**Requirements:**
- 5+ years of experience leading or managing a managed or outsourced payroll team
- Deep expertise in US payroll operations, including multi-state compliance, tax regulations, and payroll processing
- Proven ability to build and scale operations from the ground up, thriving in ambiguity
- Strong leadership skills with a track record of developing high-performing teams
- Experience working cross-functionally with Product or Engineering teams
- Comfort with and curiosity about evolving technology and AI-assisted workflows
Note: Rippling will not be hiring this position in the San Francisco Bay Area or New York City Metro.
