Customer Revenue Strategy & Operations: Tech Ops - IM Ops

Technical Operator

We are seeking an experienced Technical Operator to join our team. The role will be a thoughtful, high powered technical operator supporting the Implementation team at Rippling. This role sits at the dynamic intersection of our customer lifecycle where we implement our customers at a high level. Our customer base continues to rapidly grow across the world and we deliver over 25,000 implementations annually (and growing). Therefore this is a mission critical role which requires technical expertise to understand (i) how we implement customers across products, teams, segments (ii) where we can optimize implementation performance (iii) and what tools we can deploy to improve efficiency in this process.

This role will be based in our San Francisco, CA office and will require being in office 3x/week.

Technical Leadership

• Serve as a primary point of contact for business systems and related teams for Implementation
• Operate across systems including Salesforce, Jira, Confluence, Slack, Gong, Delighted, Outreach.
• Manage systems provisioning, permissioning, and role-based access within the organization.
• Lead structured discovery sessions with business stakeholders to gather requirements and identify gaps through targeted follow-ups.
• Finalize and translate business requirements into technical specifications.
• Lead QA/testing of all systems changes to maintain data integrity.
• Design, test, and implement configurations for new product and process launches.
• Support real-time troubleshooting and resolution of active systems issues.

Process Design, Process Optimization & Process Performance Management

• Oversee day-to-day Salesforce data operations including maintaining data integrity and updating infrastructure.
• Develop and maintain dashboards and reports for operational and performance metrics.
• Design and document workflows for all stages of customer processes.
• Identify and prioritize process gaps and automation opportunities.
• Centralize tracking of product data and oversee tooling for assignment routing and project lifecycle progression.

Project Management, Change Management & Enablement

• Manage projects from conception to delivery and provide executive-level updates.
• Triage and prioritize incoming requests and work cross-functionally with Product, Engineering, Biz Systems, and RevOps.
• Lead change management across system and process launches, ensuring effective communication and documentation.
• Produce end-user-facing documentation and training materials that make technical workflows accessible to non-technical team members.
• Coordinate with Enablement to develop training sessions for the Team on tool and process updates.
• Clear communication and orchestration across multiple stakeholder groups.

Specific Role Qualifications

Systems & Technical Expertise:

• Deep familiarity with Salesforce architecture, reporting, and administration.
• Proficiency in SQL, GSheets, and Salesforce Reports.
• Experience with Jira, Confluence, Slack, and Tableau/BI tools.
• Ability to propose architectural changes that improve data flows and automation.

Analytical & Strategic Skills:

• Strong analytical skills to define and measure performance metrics.
• Ability to navigate ambiguity and structure processes effectively.

Cross-functional & Communication Skills:

• Ability to conduct structured discovery with business stakeholders — extracting key requirements from unstructured conversations and identifying the right follow-up questions to drive clarity.
• Proficient in collaborating across business units and technical teams.
• Experienced in change management and stakeholder enablement.
• Proficient in providing clear, concise, consistent communications to a wide range of stakeholders.

Workflow Evaluation Criteria

High Priority:

1. Process Efficiency: Reduce admin/ops time and time to implement.
2. Systems Functionality: Ensure systems operate with minimal issues and clear ownership.
3. Team Experience: Ensure customer facing roles are confident and efficient with system tools.
4. Data Accuracy & Hygiene: Maintain high data integrity with minimal need for manual cleanup.

Medium Priority:

1. Metric Enablement: Provide clear dashboards for monitoring team performance.
2. Project Delivery: Ensure projects are delivered on time and within scope.
3. Change Management: Support successful rollout and adoption of new processes.
4. Reduction in Ad Hoc Work: Decrease in RevOps and Jira requests due to unclear processes.

Minimum Qualifications

• 4-7 years of work experience in Systems, Systems Design, SFDC Admin, Sales Systems or related fields
• Requires Salesforce experience
• Requires SQL and BI experience
• Excellent technical design skills (Salesforce flows, data mocks, flowchart visuals, custom objects architecture and data flow automations)
• Proactive self-starter with experience driving projects that deliver measurable impact to GTM and System teams
• Able to work with a high degree of autonomy in a fast-moving startup or a hyper growth environment
• Strong analytical, modeling, and conceptual problem-solving skills
• Excellent communication skills (written, verbal)
• Experience driving cross-functional initiatives with speed and efficiency
• Excellent cross-functional stakeholder management
• Familiarity with AI tools a plus (Claude, ChatGPT, Grok)

This role will receive a competitive salary + benefits + equity. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.

A variety of factors are considered when determining someone's compensation–including a candidate's professional background, experience, and location. Final offer amounts may vary from the amounts listed below.

Base Pay: $157,500 - $175,000