Benefits Operations Manager

About this role

About the role Benefits is one of Rippling's largest and most critical product categories, and the Benefits Operations organization plays a pivotal role in delivering an exceptional customer experience at scale. The team manages tens of thousands of enrollments annually while ensuring accuracy, compliance, and operational excellence. Rippling is seeking a Benefits Operations Manager to lead a team of Operations Supervisors responsible for multiple operational functions within Benefits.

This leader will drive organizational performance through frontline leaders, establish scalable operating mechanisms, identify opportunities for automation and process optimization, and partner cross-functionally to solve complex operational challenges. The ideal candidate combines strong people leadership with analytical rigor, operational excellence, and the ability to influence cross-functional stakeholders to improve customer outcomes and business performance.

What you will do Lead, coach, and develop a team of Operations Supervisors, building a high-performing organization through effective manager development and succession planning. Own end-to-end operational performance across multiple teams, including productivity, quality, SLA attainment, customer experience, and capacity utilization. Establish operating rhythms and review mechanisms to monitor KPIs, identify trends, and drive accountability for results.

Drive workforce planning activities including forecasting, capacity planning, hiring strategies, and organizational design to support business growth and seasonal demand fluctuations. Lead cross-functional initiatives with Product, Engineering, Sales, Customer Support, and other internal stakeholders to address systemic issues, drive alignment, and improve the customer experience. Lead and prioritize automation opportunities, process redesign efforts, and tooling enhancements to improve efficiency and scalability.

Present regular business reviews to senior leadership, highlighting performance outcomes, emerging risks, operational health, and strategic initiatives. Proactively identify potential operational challenges and implement preventive controls to mitigate business and customer impact. What you will need 6-8 years of experience in customer-facing operations environments such as Insurance operations, benefits operations, business operations/ product operations, or support operations.