Rippling
CX Program Manager, Customer Lifecycle
Rippling, New York, NY
About Rippling
Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system.
Take onboarding, for example. With Rippling, you can hire a new employee anywhere in the world and set up their payroll, corporate card, computer, benefits, and even third-party apps like Slack and Microsoft 365-all within 90 seconds.
Based in San Francisco, CA, Rippling has raised $1.2B from the world's top investors-including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock-and was named one of America's best startup employers by Forbes.
We prioritize candidate safety. Please be aware that all official communication will only be sent from [redacted] addresses.
About the role
The Program Manager, Customer Lifecycle role at Rippling provides a unique opportunity to lead highly cross functional and strategic projects that impact the entire CX org tens of thousands of Ripping's customers. As an early member of the program management team, you'll get shape the future of Rippling's customer experience programs.
With Rippling investing significantly in customer experience and customer adoption programs, your role has an incredible impact on the future of the company. You will partner with Implementation, Support, Customer Success, Account Management, Growth Marketing, and Product to scope, spec, and execute cross functional initiatives and measure success.
What you will do
What you will need
Additional Information
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 [redacted]
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 40 mile 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 employee's role.
This role will receive a competitive salary + benefits + equity. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.
A variety of factors are considered when determining someone's compensation-including a candidate's professional background, experience, and location. Final offer amounts may vary from the amounts listed below.
The pay range for this role is:
87,000 - 125,000 USD per year (US Tier 1)
Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system.
Take onboarding, for example. With Rippling, you can hire a new employee anywhere in the world and set up their payroll, corporate card, computer, benefits, and even third-party apps like Slack and Microsoft 365-all within 90 seconds.
Based in San Francisco, CA, Rippling has raised $1.2B from the world's top investors-including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock-and was named one of America's best startup employers by Forbes.
We prioritize candidate safety. Please be aware that all official communication will only be sent from [redacted] addresses.
About the role
The Program Manager, Customer Lifecycle role at Rippling provides a unique opportunity to lead highly cross functional and strategic projects that impact the entire CX org tens of thousands of Ripping's customers. As an early member of the program management team, you'll get shape the future of Rippling's customer experience programs.
With Rippling investing significantly in customer experience and customer adoption programs, your role has an incredible impact on the future of the company. You will partner with Implementation, Support, Customer Success, Account Management, Growth Marketing, and Product to scope, spec, and execute cross functional initiatives and measure success.
What you will do
- Contribute to customer experience strategy from Implementation to ongoing customer lifecycle experiences and service entitlements
- Partner with CX leadership to design and operationalize new processes, playbooks, and programs that improve Customer CSAT, NPS, and retention
- Analyze the data relevant to any project or focus area; build your own Pivot Tables, measure your own results
- Own business requirements and build out technical specifications in partnership with CX leadership, Revenue Operations, Business Systems, Data Analytics, Growth engineering
- Develop and refine playbooks, processes and tooling for customer-facing post-sales teams
- Program manage initiatives through change management and successful rollout; document instructions, facilitate trainings, drive adherence to new processes
What you will need
- 3+ years of program management, operations, or strategy experience
- Past experience in a fast-paced startup environment, working in a cross functional capacity
- You should be comfortable tackling ambiguous and challenging problems and working independently with limited guidance, as well as part of a team
- Excellent excel and Salesforce knowledge
- Strong communication; you can deliver information clearly and concisely, and package appropriately for different audiences, including internal instructions for CX teams, customer-facing copy, or MECE functional specifications for engineers
- Proactive, self-starter that is experienced in delivering a measurable impact to customer-facing teams and customers
- SQL and BI experience is a plus
- Experience in a customer-facing role or CX leadership is a plus, especially at a HR or Payroll company
Additional Information
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 [redacted]
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 40 mile 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 employee's role.
This role will receive a competitive salary + benefits + equity. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.
A variety of factors are considered when determining someone's compensation-including a candidate's professional background, experience, and location. Final offer amounts may vary from the amounts listed below.
The pay range for this role is:
87,000 - 125,000 USD per year (US Tier 1)