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 $1.2B 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

After becoming one of the fastest-growing startups in the United States ($0 → $13.5B), Rippling is up-leveling our payment operations as we become a global payment processor. We need someone who can guide the payment operations strategy, manage multiple operational teams, and liaise with cross-functional stakeholders.

We’re looking for a Payment Operations Manager who will lead our regional HR experts and will lead projects to enable high quality support to a global customer base. This team will be aligned to international countries and will have accountability (i.e. CSAT) to the quality of support experience in each country. The team will need to ensure the support org broadly is upskilled around country-specific product behaviours and language requirements, and will play a key role in giving feedback to the product org on local customer sentiment.

What you will do

• Build and manage 3 teams. The first will be focused on proactive payments monitoring. The second will be reactive customer-facing work to trace payments. The third will be overseeing a team responsible for complaints management.
• Interface regularly with legal and compliance teams in our regional payments entities around regulatory requirements (i.e. reporting, SLAs, operational controls, etc.)
• Design and optimise operations processes for non-customer facing teams to drive results
• Ensure superior quality from customer-facing teams through resolution for payment issues.
• Collaborate with support leadership to refine and adapt operating processes and procedures - specifically focused on handoffs across first-line support teams and the second-line ops teams

What you will need

• You have 5 to 7 years of people management experience leading multiple teams within a fast-paced environment, startup, or SaaS organisation - preference for payments, fraud, and compliance experience
• Advanced understanding of payments policies, standards, reporting and processes under money transmitter licenses (MTLs) including a risk-based AML program (if necessary)
• Communicate well-reasoned and/or data-driven proposals in both verbal and written form with multiple stakeholders - including acting as an SME for payments related conversations and investigations
• Experience building processes, project plans, or roadmaps to improve the operational processes or the customer experience
• Experience working cross functionally with technical and non-technical teams to identify owners, set delivery/completion dates, and set up mechanisms to ensure programs are on track
• This position will benefit if the candidate is based in our Dublin office. The candidate is expected to be in the office 3 days per week

About the team

We are building a world-class support team - committed to helping customers realize the full potential of Rippling - while also adapting to a growing customer base and product ecosystem. Our Customer Support organization is roughly 400 members, while our Customer Experience organization stretches over 1000+ employees! We often collaborate closely with our R&D partners to continuously improve our products and services and to ensure our clients receive a stellar end-to-end Rippling experience.