Rippling offers a unified platform for managing HR, IT, and Finance, streamlining the entire employee lifecycle. This role focuses on our critical Benefits Operations team, which handles tens of thousands of enrollments annually, ensuring companies secure the right benefits.

As an Operations Supervisor, you will lead a team dedicated to establishing new operational processes, driving automation initiatives, and resolving process gaps and system issues. Your contributions will directly impact the success of Rippling's Benefits product by ensuring smooth customer experiences and efficient operations.

Lead and mentor a team of operations associates, guiding them to achieve task completion and deliver exceptional customer experiences. Oversee daily team operations, track key metrics and KPIs, and identify opportunities for tooling and product enhancements. Design and refine Standard Operating Procedures (SOPs) and process documentation to optimize team performance. Manage complex escalations and critical issues, maintaining clear communication with customers and carriers. Collaborate with R&D and internal stakeholders to identify root causes of issues, propose process and automation fixes, and assist in their implementation. Generate data reports, conduct thorough analysis, and present actionable recommendations for process optimization, workload distribution, and automation. Address unforeseen challenges proactively using strong problem-solving and decision-making frameworks.

A minimum of 5 years of experience in a customer-facing operations role, such as payroll, regulatory, product, or support operations. At least 2 years of proven experience in people management, directly overseeing a team. Exceptional project management and organizational skills, with a keen eye for detail, strong time management, and a proactive approach to execution. Excellent written and verbal English communication skills. Proficiency in Google Suite or Microsoft Office, particularly Docs, Sheets, and Excel, for data analysis and task organization. Familiarity with SFDC, JIRA, or Confluence is advantageous. Demonstrated strong research and process development abilities, coupled with structural thinking and problem-solving skills. An ownership mentality and proactive attitude are essential for driving tasks to completion. Ability to learn rapidly and navigate ambiguity effectively. Availability to work shift timings from 1 PM to 10 PM IST, accommodating partial overlap with U.S. Eastern Time (EST) business hours. Prior experience in a SaaS or startup environment is preferred.