Benefits Operations Supervisor

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

Benefits is one of Rippling's largest and most important product categories, and the Benefits Operations team is critical to getting companies enrolled in the right benefits. The team manages tens of thousands of enrollments every year. 

Rippling is looking for an Operations Supervisor to lead a team of operations specialists to set new operational processes, contribute automation ideas, resolve process gaps and systems issues as they arise, communicate with customers and manually assist until the launch of the product automation, and to help root cause issues and contribute to fixes. This role will require very high ownership and cross-functional engagement across customers, vendors, carriers, and several internal departments such as product, engineering or Sales, and will drive a major impact on the success of Rippling's Benefits product.

What you will do

• Mentor and lead a team of operations associates, provide guidance to ensure smooth completion of tasks, and a great customer experience

• Oversee team operations, metrics / KPI reporting, tooling/product improvements

• Design and revise SOPs, and process documentation to set the team up for success
• Manage complex escalations and issues, communicate with customers or carriers throughout the duration of a project when issues arise
• Work with R&D and other internal stakeholders to root cause issues, come up with process/automation fixes, and help implement fixes to improve the customer experience
• Create data reports and conduct data analysis to develop and present actionable recommendations
• Present periodic reports with actionable insights to stakeholders, focusing on process optimization, workload distribution, and automation opportunities.
• Proactively address unforeseen challenges by leveraging strong problem-solving and decision-making framework

What you will need

• 5+ years of experience in a customer-facing operations role, such as payroll operations, regulatory operations, product operations, or support operations
• • Minimum 2+ years of experience managing team within direct span of control (People Management experience is a must)
• Strong project management and organizational skills: high attention to detail with excellent work product, time management, ownership, and execution
• Strong English communication skills (written and verbal)
• Experience with Google Suite or Microsoft Office, especially Docs/Sheets/Excel, for data analysis and task organization; familiarity with SFDC/JIRA/Confluence a plus
• Strong research and process development skills
• Structural thinking and problem-solving
• Ownership and proactive attitude towards pushing things to go get done
• Ability to learn quickly and deal with ambiguity
• Your shift timings would be 1 PM - 10 PM IST ie ability to work partly on U.S. hours (Eastern time zone - EST)
• Prior experience at a Saas/start-up company preferred

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.