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Rippling is a unified HR, IT, and Finance platform that consolidates workforce systems—payroll, expenses, benefits, computers, and third-party apps—into a single system. The company has raised $1.4B+ from top-tier investors and is based in San Francisco.
As Senior Manager, Implementation Partner Operations, you will own both the operational backbone and strategic partnership management of Rippling's Certified Implementation Partner ecosystem. You serve as a strategic advisor and coach to partner firm leadership and certified consultants, guiding executives on how to build and scale their Rippling practice. You act as the connective tissue between Rippling and partner firms, driving performance, enablement, and long-term alignment.
Key Responsibilities:
Ecosystem Development: Partner with Business Development to identify, evaluate, and select new partner firms. Develop criteria for partner readiness and manage ongoing capacity planning. Build deep, trusted relationships with partner leadership and consultants. Coach partner executives on scaling their Rippling practice, enforcing quality standards, and managing consultant performance.
Enablement & Certification: In partnership with CX Enablement, architect and run Rippling's multi-week Partner Certification Program, including mock calls, mentorship, scorecards, and assessments. Maintain a comprehensive certification and recertification framework with clear performance thresholds, remediation plans, and decertification paths. Own all ongoing enablement: product updates, quarterly trainings, workflow rollouts, and readiness programs. Manage documentation governance—playbooks, job aids, and partner-facing handbooks—to ensure partners always have accurate, up-to-date resources.
Operational Infrastructure & Tooling: Define and own operational systems required to scale 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, including forecasting, resourcing, and sprint planning.
Program Operations & Governance: Establish metrics, dashboards, and KPIs to evaluate partner performance across CSAT, accuracy, velocity, and quality. Run Quarterly Business Reviews (QBRs) with each partner firm. Track certifications, project completions, utilization, and invoicing in partnership with Finance/Accounting. Build and maintain feedback loops to continuously optimize program operations, partner performance, and internal processes.
Execution & Escalation Management: Oversee partner-led implementations to ensure they consistently meet Rippling's methodology, quality standards, and customer experience bar. Manage high-severity customer escalations and partner issues through resolution. Partner with Rippling's Product, Engineering, Risk, and Security teams to build the infrastructure required to scale the Partner Program.
Requirements:
- At least 8 years of partnerships, implementation management, operations, and/or customer success experience
- Proven track record of developing strong partnerships (internal and external) to achieve business outcomes
- Clear, credible executive-level written and verbal communication
- Excellent project management skills; ability to manage multiple complex projects
- Self-motivated and detail-oriented problem solver
- Data-driven; ability to utilize metrics to assess program success and identify improvement opportunities
