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Rippling is a unified HR, IT, and Finance platform that automates the entire employee lifecycle—from onboarding through payroll, benefits, and IT provisioning. The company has raised $1.4B+ from top-tier investors and is based in San Francisco.
The US Tax Operations team resolves tax notices from the IRS and state agencies, and manages filings and payments work to prevent those notices. The team comprises roughly 50 specialists organized under 7 managers and 2 pillar leads for notice resolution, plus a third pillar lead overseeing filings, payments, and amendments across 4 teams.
You will own and build the team's end-to-end training framework, including structured courses and refresher trainings across functional areas, with pathways for team members to test into different functions. You'll run the quality assurance program by auditing case quality, tracking trends, and converting findings into targeted refresher training rather than one-off fixes. You'll monitor CSAT and case-quality metrics to catch emerging skill gaps early—for example, rolling out refresher courses when error patterns emerge. You'll maintain a clear record of training and certification completion, partnering with managers to close gaps. You'll also build and improve quality programs that reduce issues leading to client tax notices or escalations.
Historically, quality and training have been side responsibilities of internally promoted managers who excel at casework but lack program-building experience. This is an external hire because the role requires dedicated program-building expertise the team doesn't currently have in-house.
REQUIREMENTS:
- Track record of building and running a quality or enablement program end-to-end, not just facilitating training sessions designed by others
- Experience with QA processes and CSAT or customer-experience programs in an operations or customer support environment
- 3–6 years of relevant experience, ideally spanning both content design and full program execution
- Strong organizational skills and ability to operate independently in a fast-moving environment
NICE TO HAVE:
- Experience in payroll, tax, HR tech, or other compliance-driven operations environment
- Experience designing certification or internal-mobility testing programs
