Benefits Operations Manager

Job description

About the role Benefits is one of Rippling's largest and most critical product categories, and the Benefits Operations organization plays a pivotal role in delivering an exceptional customer experience at scale. The team manages tens of thousands of enrollments annually while ensuring accuracy, compliance, and operational excellence. Rippling is seeking a Benefits Operations Manager to lead a team of Operations Supervisors responsible for multiple operational functions within Benefits. This leader will drive organizational performance through frontline leaders, establish scalable operating mechanisms, identify opportunities for automation and process optimization, and partner cross-functionally to solve complex operational challenges. The ideal candidate combines strong people leadership with analytical rigor, operational excellence, and the ability to influence cross-functional stakeholders to improve customer outcomes and business performance. What you will do Lead, coach, and develop a team of Operations Supervisors, building a high-performing organization through effective manager development and succession planning. Own end-to-end operational performance across multiple teams, including productivity, quality, SLA attainment, customer experience, and capacity utilization. Establish operating rhythms and review mechanisms to monitor KPIs, identify trends, and drive accountability for results. Drive workforce planning activities including forecasting, capacity planning, hiring strategies, and organizational design to support business growth and seasonal demand fluctuations. Lead cross-functional initiatives with Product, Engineering, Sales, Customer Support, and other internal stakeholders to address systemic issues, drive alignment, and improve the customer experience. Lead and prioritize automation opportunities, process redesign efforts, and tooling enhancements to improve efficiency and scalability. Present regular business reviews to senior leadership, highlighting performance outcomes, emerging risks, operational health, and strategic initiatives. Proactively identify potential operational challenges and implement preventive controls to mitigate business and customer impact. What you will need 6-8 years of experience in customer-facing operations environments such as Insurance operations, benefits operations, business operations/ product operations, or support operations. Minimum 3–5 years of people management experience, including direct experience leading frontline managers/ supervisors/team leaders. Demonstrated success managing large-scale operations with ownership of service delivery, performance metrics, and customer outcomes. Strong analytical and problem-solving capabilities, with experience translating data into strategic decisions and operational improvements. Experience with capacity planning, workforce management, organizational design, and resource allocation. Proven ability to influence and partner effectively with cross-functional stakeholders across multiple levels of the organization. Excellent project management and execution skills with a track record of driving complex initiatives to completion. Exceptional written and verbal communication skills, including experience presenting to senior leadership. Strong proficiency with Google Workspace or Microsoft Office, particularly Sheets/Excel, for reporting and analysis; familiarity with SFDC, JIRA, and Confluence preferred. Ability to thrive in fast-paced, ambiguous environments and effectively prioritize competing business needs. Demonstrated ownership mindset with a bias for action and continuous improvement. Prior experience in a SaaS or high-growth startup environment preferred. Ability to work partly on U.S. hours (Eastern time zone - EST); standard shift timings would be 1 PM - 10 PM IST. 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 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. 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 @ addresses.