CX Program Manager, Voice of Customer

About the role

The Program Manager, Voice of Customer 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 monthly 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, including a quarterly product themes evaluation for Rippling’s Chief Product Officer

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

3+ years of program management, product operations, or CX strategy experience

Past experience in a fast-paced startup environment, working collaboratively with product teams, sales teams, and post-sales teams to shape a product roadmap

You should be comfortable tackling ambiguous and challenging problems and working independently with limited guidance, as well as part of a team

Strong analytical skills, must be comfortable with Salesforce and capable of owning all data management and analytics for the program

Strong communication; you can deliver information clearly and concisely, and package appropriately for different audiences, including internal instructions for CX teams, customer-facing copy, or MECE functional specifications for engineers

Proactive, self-starter that is experienced in delivering a measurable impact to customer-facing teams and customers

Experience in a customer-facing role or CX leadership is a plus, especially at a HR or Payroll company

Additional Information

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.

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.

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 @Rippling.com addresses.