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

PEO and HR services represent two of Rippling's fastest-growing and most strategic businesses. As our customer base rapidly expands, operational excellence becomes a key competitive advantage.

Over the past 18 months, this organization has grown from approximately 25 employees to more than 85. We are now looking for an experienced operational leader who can transform a rapidly scaling organization into a high-performing, metrics-driven operation capable of delivering exceptional customer outcomes at scale.

As Director of Operations, you will lead one of Rippling's largest operations teams, overseeing more than 85 employees across multiple management layers. You will own end-to-end service delivery, operational performance, quality, workforce strategy, and organizational development while partnering closely with Product, Engineering, Tax Operations, and U.S. leadership to continuously improve both operational processes and the customer experience.

What you will do

1) Lead a High-Performing Organization

• Lead and inspire an organization of 85+ employees, including managers, supervisors, specialists, and analysts.
• Build a strong leadership bench by coaching managers into independent operational leaders.
• Foster a culture centered on accountability, customer obsession, continuous improvement, and operational excellence.
• Drive employee engagement, retention, and leadership development across the Bangalore organization.

2) Own Operational Excellence

• Own end-to-end operational performance across all PEO & HR services delivery.
• Define, monitor, and improve key operational metrics including:
• • CSAT
  • SLA performance
  • Case backlog health
  • QA
  • Resolution time
  • Productivity
• Establish rigorous Weekly Business Reviews, Monthly Business Reviews, and operational governance processes.

3) Build Scalable Operational Infrastructure

• Design and implement scalable quality management systems including QA sampling, calibration programs, coaching frameworks, and closed-loop feedback mechanisms.
• Develop standardized onboarding and continuous learning programs that reduce ramp time while improving quality and first-contact resolution.
• Build automated dashboards and real-time operational reporting to replace manual reporting processes.
• Create intelligent workforce management, capacity planning, and case-routing models that optimize productivity and eliminate operational bottlenecks.

4) Drive Continuous Improvement

• Identify operational inefficiencies and lead cross-functional initiatives that improve customer outcomes, quality, speed, and scalability.
• Partner closely with Product and Engineering teams to translate operational pain points into platform enhancements.
• Champion automation and process optimization to reduce manual work while improving operational consistency.

5) Deliver Exceptional Customer Outcomes

• Improve CSAT through systematic quality improvements, faster resolution times, and proactive customer communication.
• Reduce operational backlogs through capacity optimization, workflow redesign, and automation.
• Lead complex customer escalations, ensuring timely resolution while protecting customer trust.
• Ensure consistent execution across thousands of interactions with measurable quality and compliance.

What you will need

• 10+ years of operations leadership experience, including at least 5 years leading organizations of 100+ employees across multiple management layers.
• Demonstrated success building operational infrastructure and transforming rapidly growing teams into mature, scalable organizations.
• Proven track record improving customer experience metrics such as CSAT, quality, SLA performance, and operational efficiency.
• Experience building and scaling India-based operations supporting U.S. customers within high-growth technology companies.
• Strong analytical mindset with expertise in operational metrics, dashboard development, KPI management, and data-driven decision making.
• Experience leading workforce planning, capacity management, forecasting, and SLA-based operations.
• Ability to influence Product and Engineering teams by translating operational challenges into scalable product improvements.
• Excellent written and verbal communication skills with experience collaborating daily across global teams.
• Strong program management, prioritization, and organizational skills.
• Ability to thrive in a fast-paced, ambiguous, high-growth environment where systems and processes continue to evolve.
• Ability to work overlapping hours with the U.S. Pacific time zone.
• Willingness to work from Rippling's Bangalore office

Preferred Qualifications

• Experience in Payroll, PEO, Employer Services, HR Technology, or Tax Operations.
• Familiarity with U.S. payroll tax compliance, tax notices, and multi-jurisdiction tax operations.
• Experience working with Salesforce, Jira, or similar operational platforms.
• Knowledge of Snowflake, Looker, or other operational analytics tools.
• Experience leading operations organizations through hypergrowth (50–150+ employees).
• Previous experience within a payroll provider, PEO, HR technology company, or enterprise SaaS environment.

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 accommodations@rippling.com

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 employee's role.

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