CX and Operations Strategic Finance Partner

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San Francisco

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Rippling

About Rippling

Rippling is the first way for businesses to manage all of their HR & IT—payroll, benefits, computers, apps, and more—in one unified workforce platform.
By connecting every business system to one source of truth for employee data, businesses can automate all of the manual work they normally need to do to make employee changes. Take onboarding, for example. With Rippling, you can just click a button and set up a new employees’ payroll, health insurance, work computer, and third-party apps—like Slack, Zoom, and Office 365—all within 90 seconds.
Based in San Francisco, CA, Rippling has raised $700M from the world’s top investors—including Kleiner Perkins, Founders Fund, Sequoia, and Bedrock—and was named one of America’s best startup employers by Forbes (#12 out of 500).

About the Role

We’re looking for a Customer Experience (CX) and Product Operations Strategic Finance Partner to join Rippling.  The role is to be based in San Francisco and work directly with the CFO, the VP of Customer Experience, and the heads of Implementation, Support, Customer Success, and Product Operations.  This is a role with high levels of executive visibility as CX and Operations are key investment areas for the company. Responsibilities will include ownership of recurring meetings with CX and Ops, predictive modeling with the data team on capacity needs, performance tracking against plan, and management of costs across CX and Ops functions. There will be an emphasis on drawing insights from KPIs and leading initiatives to further enhance the customer experience strategy of the company. Ad-hoc strategic projects working directly with Rippling leadership will also be assigned. 

You Will

  • Work closely with business leaders and executives in Implementation, Support, Customer Success, Product Operations, and the Data Analytics teams to ensure data-driven decision making across all customer experience functions.
  • Develop partnerships with the Data Analytics team for greater depth of understanding around customer health scores, product usage trends including engagement, and customer operations demand (i.e. support ticket volumes etc.) to be instrumented in BI tools/dashboards. 
  • Support the CX and Ops teams in quarterly and annual strategic and financial planning discussions.  This requires close coordination with key executives and presenting to the CEO, COO, and CFO.    
  • Support Rippling in the launch of new product lines through customer operations and capacity modeling.  
  • Lead the buildout of additional models and dashboards to track CX and Ops progress on a weekly and monthly basis.  Share insights with key executives across the company.
  • Lead contribution margin analysis of various teams partnering with the FP&A team. 
  • Drive operational efficiencies at Rippling by spearheading system implementations and owning process improvements. 

Requirements

  • Bachelor’s Degree in quantitative field, MBA or equivalent preferred 
  • SaaS industry experience in a high-growth startup or technology company preferred 
  • Strong financial modeling and analysis experience with the ability to simplify complex topics
  • Minimum 8-10+ years of finance experience with a focus on CX and Operations business partnering
  • Relevant experience could be operating roles at startups or large tech companies, investment banking, strategy consulting, private equity, or revenue operations, sales finance, corporate planning and FP&A
  • Experience with SQL, Netsuite, and Salesforce is preferred 
  • Excellent communication and interpersonal skills required 
  • Passion for fast-paced entrepreneurial work environments

If you don’t meet all of the requirements listed here, we still encourage you to apply. No job description is perfect, and we might find an even more suitable opportunity that matches your skills and experience.

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[at]rippling.com.

We are committed both to the health of our employees and to promoting a safe and collaborative workplace, and vaccinations are the best way to end the COVID-19 pandemic and to protect our community. In the U.S., where permitted under federal and state law, all offers of employment will be conditioned upon new hires providing proof of vaccination prior to their start date, unless the individual qualifies for an accommodation. For all other locations, vaccinations are strongly encouraged.

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