Senior Director, Travel Support and Operations

Company: Rippling
Location: San Francisco
Posted on: March 29, 2025

Job Description:

Senior Director, Travel Support and OperationsAbout RipplingRippling 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.Customer Support is a major differentiator for Rippling. We are looking for an experienced support leader to join our team and take on direct responsibility for a growing portion of our product. You will own the customer experience in your product area(s) by planning for and building a team, analyzing KPIs, and implementing process improvements to improve team performance, coaching and developing a team of managers, and liaising directly with Product and Engineering counterparts.What you will do

• Take the reins of an early stage team and lay the groundwork for scale (20 --' 75) with a global footprint
• Communicate a strategy with executive leadership on projects, priorities, and goals for the next 12-18 months
• Own team performance and KPIs and drive improvements with data-driven experimentation
• Deliver product feedback to Product/Engineering counterparts to reduce the inbound contact rate or resolution time on support interactions
• Develop and implement a hiring strategy and design the onboarding program for new joiners including domain-specific systems training
• Collaborate with support leadership to refine and adapt operating processes and proceduresWhat you will need
  • 10+ years of professional experience in the Travel industry, specifically at a travel management company OR leading a B2B Support team within a fast-paced environment, startup, or SaaS organization
  • Strong commercial understanding of the travel/expense management business model, core drivers & technology requirements
  • Strong functional/technical knowledge of relevant systems: GDS (i.e. Travelport), ARC, etc.
  • Understanding of the travel sector including but not limited to Loyalty Travel, Online Travel Agencies (OTA's) and TMC's (Travel Management Companies)
  • Experience directly hiring and managing a distributed team
  • Proven track record of success in scaling Support teams and maintaining SLAs
  • Experience designing and overseeing training, QA, and metric management programs at scale
  • Excellent analytical thinker who can deliver actionable recommendations; analyze various communication channels and develop metrics to track success
  • Lead by example with a learning mindset, people-first attitude, and strong sense of responsibility for your domain
  • Self-motivated, detail-attentive, action-driven with the ability to take initiative, execute, and follow-through
  • Extensive experience with Salesforce Service CloudAbout the teamWe 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.The pay range for this role is:129,000 - 225,750 USD per year (US Tier 1)116,100 - 203,175 USD per year (US Tier 2)109,650 - 191,888 USD per year (US Tier 3)
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Keywords: Rippling, San Francisco , Senior Director, Travel Support and Operations, Accounting, Auditing , San Francisco, California