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Rippling is a unified platform for HR, IT, and Finance that automates the entire employee lifecycle—from payroll and benefits to device provisioning—all in a single system. The company has raised $1.4B+ from top-tier investors including Kleiner Perkins, Founders Fund, and Sequoia.
You will lead Rippling's India-based Benefits Operations team, managing a group of Customer Experience (CX) Specialists focused on health insurance carrier connections. The Benefits Operations Health Carrier Connections team is responsible for ensuring seamless, automated enrollment and eligibility data flows across first-party and third-party carrier networks, handling high volumes of complex health insurance data exchanges monthly.
In this role, you will oversee end-to-end CX case management, directly addressing health insurance connection issues and ensuring exceptional client experiences. You will manage team performance against SLAs and quality benchmarks, provide coaching and constructive feedback to drive professional growth, and act as the primary escalation point for complex client and carrier situations. Your responsibilities include stepping into high-stakes scenarios to de-escalate tension and drive swift resolutions, collaborating with clients, carriers, and internal teams (Product, Engineering, etc.) to resolve integration issues, and contributing to process design and SOP creation to optimize workflows and prevent future connection delays and data mismatches.
You will be a proactive problem-solver who guides your team through identifying root causes of health insurance system and process issues, implements preventative fixes, and maintains top-tier data accuracy. This role requires significant cross-functional collaboration and will have major impact on the success of Rippling's Benefits platform and overall customer satisfaction.
Rippling values in-office collaboration and expects office-based employees within a defined radius of the Bangalore office to work on-site at least three days per week.
REQUIREMENTS:
- 5+ years of experience in a customer-facing operational role, ideally within Implementation or Product Support
- Minimum 2+ years of experience managing a team
- Proven ability to mentor and develop team members, with focus on coaching, feedback, and performance management
- 3+ years of experience with EDI file transmissions (834 files or proprietary files) preferred
- Strong written and verbal communication skills with deep commitment to exceptional customer experiences
- Strong project management and organizational skills: excellent attention to detail, time management, and execution
- Strong research and process improvement skills
