What are the responsibilities and job description for the Program Manager, Customer Insights position at Rippling?
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 [redacted] addresses.
About the role
The Program Manager, Customer Insights role at Rippling provides a unique opportunity to help drive product strategy and solutions impacting tens of thousands of Ripping's customers. With Rippling's customer base growing in the upmarket space, your role will directly impact retention of our largest clients through data-backed product feedback loops and customer advocacy.
You will partner with Product, Engineering, Implementation, Customer Success, and Support to lead the product feedback process, inform product roadmaps, and measure success.
What you will do
- Develop and manage Rippling's Customer Insights and Feature requests process for CX, ensuring customer needs are understood across the org and properly informing Rippling's roadmap
- Run weekly meetings with product vertical leads to discuss progress against feature requests, committed enhancements, and ensure statuses are accurately represented to customers and internal stakeholders
- Source product feedback from all CX functions, identifying what is most important to each customer function and segment, and drive alignment across teams to arrive on CX-wide priorities
- Provide readouts and reporting at multiple levels on program progress to executives, managers, and the field
- Deeply understand the product and the customer to ensure Rippling teams are making informed decisions around risks of pushing timelines or failed delivery of product commits
- Guide the swarm process in CX to root cause key gaps and align plans and committed dates to them
- Partner with Account Managers, the Key Accounts team, and Enterprise Implementation to tee up and coordinate Product discovery and research sessions
- Understand biggest churn drivers and Support volume issues due to feature gaps and prioritize across CX
- Analyze the data relevant to any feature or focus area; build your own Pivot Tables, measure your own results
What you will need
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 [redacted]
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 40 mile 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.
This role will receive a competitive salary benefits equity. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.
A variety of factors are considered when determining someone's compensation-including a candidate's professional background, experience, and location. Final offer amounts may vary from the amounts listed below.
The pay range for this role is :
87,000 - 125,000 USD per year (US Tier 1)
Salary : $87,000 - $125,000
