Senior Manager, Implementation Partner Operations

At Rippling we implement thousands of customers onto our 30 (and counting!) unique products every year. Our product-driven implementation experience is a core differentiator replacing long manual integrations with a streamlined product-first onboarding process. As we continue to scale we rely on a high-performing ecosystem of Certified Implementation Partners (Systems Integrators) to expand capacity while maintaining best-in-class quality.

As the Senior Manager Implementation Partner Operations you will own both the operational backbone and the strategic partnership management that make this ecosystem successful. You will serve as a strategic advisor and coach to both partner firm leadership and the certified consultants executing implementations guiding executives on how to build and scale their Rippling practice.

You will build and own the infrastructure that enables partners to implement Rippling effectively at scale while managing the relationships that drive long-term alignment accountability and joint success. Acting as the connective tissue between Rippling and our partner firms you will advise partner leadership drive performance and enablement.

What you will do

Ecosystem Development:

• Partner with Business Development to identify evaluate and select new partner firms
• Develop criteria for partner readiness and manage ongoing partner capacity planning
• Build deep trusted relationships with partner leadership and consultants to ensure long-term success
• Coach partner executives and team managers on scaling their Rippling practice enforcing quality standards and managing consultant performance

Enablement & Certification

• In partnership with CX Enablement architect and run Ripplings 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 including playbooks job aids and partner-facing handbooks to ensure partners always have accurate up-to-date resources

Operational Infrastructure & Tooling

• Define and own the 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 (e.g. Risk Evaluation interface Debugger gating)
• 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 Ripplings methodology quality standards and customer experience bar
• Manage high-severity customer escalations and partner issues through resolution
• Partner with Ripplings Product Engineering Risk and Security teams to continue to build the infrastructure required to scale the Partner Program

What you will need

• 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 & detail oriented problem solver
• Data-driven - utilize metrics to assess program success and opportunities for improvements

Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race religion color national origin ancestry physical disability mental disability medical condition genetic information marital status sex gender gender identity gender expression age sexual orientation veteran or military status or any other legally protected characteristics Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation please email

Rippling highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a defined radius of a Rippling office) Rippling considers working in the office at least three days a week under current policy to be an essential function of the employees role.

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