About the role
Support Operations manage a global support organization of more than 1,000 employees with a lean team of 10. Our goal isn't just to support the business, but to automate the friction out of it. We are looking for an AI-Native Program Manager to force-multiply our global Support organization through AI. You will own the internal AI roadmap, executing on three core pillars: upskilling the Operations team to automate complex tasks in each function, empowering cross-functional leads to optimize their workflows, and building custom internal tools that directly reduce agent handle time and improve support quality.
Reporting to the Head of Support Operations, you will be responsible for setting the internal AI roadmap and executing against it to improve Support quality and efficiency.
What you will do
- Upskill the Ops Engine: Train our Ops team of 10 to leverage AI so they can operate at the scale of 50. You will help them build and adopt new tools—for example, using LLMs to automate headcount forecasting models, increasing accuracy while drastically reducing manual spreadsheet maintenance.
- Empower Cross-Functional Leads: Act as an internal AI consultant for our Support Leads, helping them deploy AI to drive specific departmental KPIs:
- Content Leads: Implement AI workflows to boost self-serve deflection rates and improve ticket routing accuracy.
- R&D Leads: Streamline how complex bugs are triaged and how Jira tickets are drafted for Engineering.
- Training Leads: Accelerate the creation, translation, and refinement of global training materials.
- Build Custom Internal Tools: Go hands-on to prototype and deploy internal tools designed to reduce agent cognitive load, lower handle time, and improve overall quality (e.g., building a workflow that automatically flags resolved edge-case tickets to generate new Knowledge Base content).
What you will need
- AI-Native: You don't just use Gemini; you have a library of custom Gems, you understand how to use Claude Projects for coding assistance, and you’ve experimented with tools like Cursor and Vercel
- Systems Thinker: You have 4 - 6 years of experience in Support/Sales/Revenue Ops. You understand the "logic" of a 1,000-person organization (scaling, time zones, regional labor laws).
- The "Scrappy" Architect: You prefer building a custom solution that works over buying an expensive enterprise "AI module" that doesn't.
- Data Literate (But Not a Scientist): You don't need to build neural networks, but you must be able to query SQL and understand how to feed clean data into an LLM for accurate reporting.
- Technical Flavor
- Required: Deep familiarity with the LLM landscape (Cursor, Anthropic, DeepSeek, Gemini, Python)
- Preferred: Experience with Support Tech (Salesforce, JIRA, etc.) and BI tools like (Looker/Tableau).
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 [email protected]
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.