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Rippling is a fast-growing HR, IT, and Finance platform that unifies workforce systems including payroll, expenses, benefits, and IT management. The company has raised $1.4B+ from top-tier investors and is based in San Francisco.
This Program Manager role joins the Support Operations team with a focus on systems, tools, and AI integration. The position is responsible for managing and optimizing the support organization's technology stack, with a particular emphasis on infusing AI into team operations and workflows.
Key responsibilities include:
- Owning day-to-day management of Salesforce Service Cloud (SFDC), Jira/Atlassian configuration, Decagon, and chatbot optimization
- Leading AI integration initiatives across support operations, including evaluation and implementation of tools like Cursor, Claude, and Codex
- Serving as a backup resource for other team members on tool-related tasks and tech stack changes
- Building partnerships with support leadership to ensure teams have necessary tools for exceptional customer experiences
- Solving business problems and driving operational impact through process improvements and tool optimization
The role requires deep familiarity with support processes, technical curiosity, operational discipline, and strong judgment under pressure. Success is measured by enabling support teams to deliver better customer experiences through optimized systems and tools. This is an ideal opportunity for someone who combines operational excellence with emerging AI expertise and wants to shape how a high-growth company supports its customers.
