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

The US Tax Operations team ensures that Rippling’s customers remain compliant with federal, state, and local tax regulations. As the Notice Resolution Manager II, you will lead the Notice Resolution pillar, serving as the strategic head for one of our most critical operational functions. You will manage a team of Managers and Team Leads, responsible for the overarching strategy and execution of tax notice resolution and missing information research.

Working alongside other pillar leads, you will be responsible for the aggregate metrics and execution of your pillar. You will define the operational strategy, drive cross-functional initiatives to reduce notice volume at the source, and coach your leadership team to deliver a stellar customer experience.

Key Areas of Focus:

1. Strategic Operational Leadership

• Pillar Ownership: Own the Notice Resolution pillar end-to-end. Create multi-quarter workplans and align resources to execute on strategy at least 3-6 months in advance.
• Workforce Planning: Oversee capacity planning and resource allocation across multiple sub-teams. Monitor volume trends to proactively adjust staffing and management layers.
• Aggregate Metric Accountability: Drive the pillar to consistently hit monthly productivity targets, QA scores (95%+), and CSAT targets (95%). You are responsible for the "Why" and "How" behind the numbers.

2. Leading Leaders

• Manager Development: Manage a structure of Managers and Team Leads. Your primary focus is coaching your managers on leadership, operational rigor, and people development.
• Organizational Health: Foster a culture of high performance and accountability. Build a leadership bench that mitigates personnel risks and ensures succession planning for key roles.
• Performance Calibration: Set clear expectations for your management team, holding them accountable for the performance and engagement of their respective squads.

3. Process Improvement & Root Cause Strategy

• Systemic Solutions: Move beyond "fixing tickets" to identifying systemic drivers of tax notices. Partner with R&D, Product, and Agency Relations to implement product fixes that prevent notices from occurring.
• Scalability: Develop scalable processes that allow the pillar to absorb increasing notice volumes without linear headcount growth.
• Tooling Advocacy: Champion internal tooling improvements that increase the efficiency of the specialists reporting up through your managers.

4. Cross-Functional Collaboration

• Stakeholder Management: Serve as the primary voice for Notice Resolution with cross-functional leadership (e.g., Product, Engineering, Customer Support, Legal).
• Escalation Management: Act as the final point of internal escalation for sensitive or high-impact client issues, applying sound judgment to resolve them.

Key Responsibilities:

• Manage and develop a team of Managers and Team Leads, providing guidance on organizational design and operational excellence.
• Monitor and report on pillar-wide KPIs including Queue Aging, Time to Value (TTV), CSAT, and QA scores.
• Translate high-level business goals into actionable operational workplans for your managers.
• Collaborate with Product and Engineering to automate manual tasks and improve internal tooling.
• Drive strategic initiatives to reduce the "Notice per Customer" ratio.
• Ensure the pillar remains compliant with all agency requirements and company policies.

Performance Metrics:

• Pillar Health: Full adherence to standards on queue management and SLA across all sub-teams.
• Quality Assurance: Maintain pillar-wide QA scores of 95% or above.
• Customer Satisfaction: Consistently hit monthly CSAT targets (Above 95%).
• Efficiency: Demonstrate measurable improvement in TTR and backlog reduction through strategic interventions.

Roadmap (First 6-12 Months)
Initial 30 Days:

• Audit Operations: assessing the current management structure, queue health, and existing SOPs.
• Build Relationships: Establish trust with your direct reports (Managers) and key cross-functional partners.
• Stabilize Metrics: Ensure all sub-teams are adhering to core SLAs and identify immediate risks.

First 90 Days:

• Strategic Alignment: Develop and launch the operational workplan for the next two quarters.
• Management Coaching: Implement a standardized cadence for manager development and performance review.
• Feedback Loops: Formalize channels for your managers to bubble up product feedback and bugs to Engineering.

First 6 Months:

• Strategic Initiatives: Lead a major cross-functional project to reduce notice volume or improve resolution automation.

Drive Scalability: Refine the organizational structure to support projected volume growth for the fiscal year.

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.