Note: The job is a remote job and is open to candidates in USA. Rippling is hiring a Senior Manager, Implementation Partner Operations to build and operate the systems, programs, and partnerships that support its Certified Implementation Partner ecosystem. The role guides partner firms, enables and certifies consultants, monitors performance, and ensures partner-led implementations meet quality and customer experience standards.
Responsibilities
- 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
- 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 – including playbooks, job aids, and partner-facing handbooks – to ensure partners always have accurate, up-to-date resources
- 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
- 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
- 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 continue to build the infrastructure required to scale the Partner Program
Skills
- 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
Benefits
- Remote work available in the United States.
Company Overview
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