Director, EOR Implementation

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 $1.4B+ 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 @ Rippling.com addresses. About the role Implementation is an essential differentiator for Rippling and a critical time in the customer journey. As the Director of Implementation, you will lead the ~50+ FTE Implementation EOR team, responsible for guiding new and existing clients through their employment setup and compliance onboarding. You will manage, mentor, empower, and grow your team to meet and exceed key performance metrics in the areas of customer experience, time to value, product adoption, retention, and team productivity. The ideal candidate for this role is a seasoned senior leader with extensive experience building and executing strategic initiatives aligned with key business goals. What you will do Hire, mentor, and grow high-performing teams that consistently meet and exceed quarterly goals and targets and deliver high-quality implementation services to clients. Build, maintain, and execute quarterly plans aligned with business objectives Develop, monitor, and manage key performance metrics Leverage a data-driven approach to building and optimizing scalable implementation strategies processes that drive efficiency and an improved customer experience Collaborate with senior leaders across Rippling to achieve organizational and company goals Collaborate with sales and post-sales teams to ensure a seamless transition from sales to implementation to account management & customer support. Identify and mitigate risks associated with implementation projects, proactively addressing challenges to ensure successful outcomes. Foster a culture relentlessly focused on delighting customers in Implementation & maximizing adoption of Rippling’s products and services Define and evolve the EOR Implementation operating model, including segmentation, coverage, playbooks, QA, and governance Lead executive-level escalations and monthly / quarterly business reviews; communicate risks, resourcing needs, and cross-functional dependencies to senior leadership What you will need You have 10+ years of professional experience leading an Implementation or Customer Success team within a fast-paced environment, startup, or SaaS organization Deep understanding of systems and operations with B2B or B2C products Experience hiring and managing a globally distributed team Proven track record of success in scaling teams and maintaining SLAs as well as other key performance metrics A data-driven approach to developing, tracking and optimizing performance metrics Lead by example with a learning mindset, people-first attitude, and strong sense of responsibility for your domain Self-motivated, detail-attentive, action-driven with the ability to take initiative, execute, and follow-through Highly effective communicator with good people instincts - able to build trust and work well with a diverse group inside and outside the company Eager for a very hands-on role, where you’ll be asked to take on and run with a range of initiatives outside your comfort zone and learn quickly Highly organized, self-motivated, and detail-oriented, with great follow-through on initiatives big and