Role Description After becoming one of the fastest growing startups in the United States ($0 → $16B), Rippling is ready to up-level our operations to scale beyond $1B in ARR over the next couple years. We need someone who can take us from 1 to 10—and beyond, on a global scale. We’re looking for a support operations leader who has expert-level knowledge of the processes and infrastructure required to ensure high-quality service and operations at scale, helping us deliver on our ambitious growth objectives. You will lead core support activities including: - System changes - Workforce management - Tooling and AI - Reporting / analytics - Vendor management - Process documentation Reporting to the Vice President of Customer Support, you will be leading a team of 8 program managers. What You'll Do - Planning and Execution: Build a roadmap of 1 to 3 months, align on priorities for the program managers via recurring sprint planning, remove blockers, and serve as the definitive subject matter expert on Support Operations. - Operational Vision: Direct the business processes and infrastructure for critical Support routines. You don’t just oversee system changes and reporting; you ensure our tech stack and workflows are world-class and future-proofed. - Scaling & Optimization: You are obsessed with building for scale. You proactively identify hidden opportunities for efficiency, ensuring that automation is the default and that the organization is prepared for rapid business growth well before it happens. - Cross-Functional Change Management: Lead complex, high-stakes initiatives across the organization. You don’t just find blockers; you navigate through hurdles to remove them, ensuring seamless alignment between Support and cross functional partners. - Strategic Planning & Governance: Collaborate on annual and quarterly planning cycles with VPs and Directors within the support delivery team. You will translate long-range plans into priorities for your program managers. Qualifications - 10-12+ years of Operations or Support Operations experience with significant time spent in a leadership capacity within a fast-growing B2B software environment. Global experience is strongly preferred, including working with BPOs. - Proven Leadership: Extensive experience managing and mentoring a team of Program Managers. You have a track record of scaling teams, developing leadership talent within your ranks, and building a culture of high performance. - Mastery of Ambiguity: You thrive in high-ambiguity environments, providing a sense of direction and "calm in the storm" for your team and the broader organization. - High-Level Detail Orientation: While you can dive into the weeds when necessary, you possess the professional judgment to know when to zoom out for strategy and when to audit the "small" details that impact the customer experience. - Strategic Execution: You maintain a "startup" mentality with a "scale-up" skillset. You are willing to roll up your sleeves for mission-critical tasks while simultaneously building the systems that eventually make those manual tasks unnecessary. - Executive Presence: Exceptional verbal and written communication skills. You are comfortable challenging, persuading, sharing tradeoffs, and partnering with executives and senior leaders to drive the Support agenda. - Customer Support Technologies Expert: You have a deep knowledge and understanding of Customer Support Technologies such as Salesforce, Fin, JIRA, Slack, Decagon, Sierra, IEX, NICE. You not only know how to use the tools and systems, but what their role is in an overall Customer Experience process.

• Lead, coach, and develop the Number Operations team — setting clear goals, holding regular 1:1s, and fostering a culture of accountability and continuous improvement. • Monitor team workload and queue health, ensuring tickets are distributed fairly and SLAs are consistently met. • Define and track operational KPIs (such as porting success rates, provisioning turnaround, SLA adherence) and present regular reports to senior stakeholders. • Identify process improvements that increase efficiency, reduce error rates, and help the team scale as Aircall expands into new markets. • Manage your own portion of the daily ticket queue — including number provisioning, porting requests, inventory management, and related customer or internal queries. • Support the team on tickets that require additional expertise or senior judgement, maintaining visibility of the queue's status daily. • Ensure compliance with country-specific telecom regulations, number portability rules, and carrier documentation requirements across key markets. • Partner with the Technical Lead to handle escalations, bugs, and training needs effectively, ensuring the team's operational feedback reaches engineering and product teams. • Engage with carrier and supplier contacts at a relationship level to support commercial discussions and escalations beyond daily technical interactions. • Collaborate with product and engineering teams to provide operational input on tooling improvements, automation opportunities, and new market launches.

• Manage the process of transferring telephone numbers between carriers • Ensure accuracy, compliance, and a smooth experience for customers • Support porting-related requests, number purchasing, Caller ID, and A2P 10DLC SMS registration inquiries • Work closely with internal teams, customers, and external carriers to resolve issues

Role Description The Carrier Connectivity & Download Operations Lead is responsible for leading the strategy, implementation, and ongoing management of carrier download capabilities across the organization. This role partners with business leaders, carrier partners, product teams, and data conversion teams to ensure seamless carrier connectivity and successful download implementation during acquisitions, agency management system conversions, and ongoing operations. The Carrier Connectivity & Download Operations Lead drives automation, operational efficiency, and building enterprise standards while responsible for daily download operations. Key Responsibilities: - Analyze acquired books of business to identify opportunities for policy, claims, commissions, and eDocs download. - Define and execute download strategies for agency management system conversions, ensuring alignment with project timelines and business requirements. - Partner with Data Conversion teams to coordinate policy types, policy numbering structures, and carrier download parameters to support successful data migrations. - Coordinate with carriers and IVANS to establish, modify, troubleshoot, and maintain carrier download connectivity. - Lead download configuration within the enterprise platform. - Lead download testing, validation, cutover, and post-conversion stabilization activities. - Manage a team responsible for daily download operations, including processing suspense queues, resolving exceptions, and meeting service level expectations. - Collaborate with Product and Operations teams to design workflows that maximize automation and leverage carrier download capabilities. - Educate business teams on carrier download functionality, capabilities, limitations, and best practices. - Develop and monitor analytics and KPIs related to download adoption, carrier connectivity, suspense volumes, exception trends, and conversion readiness. - Establish enterprise standards, documentation, and governance for carrier download processes. Qualifications - 7+ years of insurance operations experience with expertise in carrier download and agency management systems. - Deep knowledge of IVANS connectivity and policy, claims, commissions, and eDocs download processes. - Experience supporting agency management system implementations and data conversion initiatives. - Proven ability to manage cross-functional projects and collaborate with carriers, technology teams, and business stakeholders. - Experience leading operational teams and driving process improvement through automation and standardization. - Strong analytical, communication, and problem-solving skills. - Ability to pass a criminal background check, as permitted by law. Remote Work Environment - Preference given to candidates in Eastern or Central U.S. time zones. Salary Transparency Statement In accordance with state and local pay transparency laws, we will provide the applicable salary range upon request to candidates who reside in jurisdictions where such disclosure is required. Benefits - Competitive Salary - Health Insurance Plans (PPO, HSA, Copay Options) - Dental Insurance - Vision Insurance - Company Paid Disability Insurance - Supplemental Insurance including Critical Illness, Accident, Legal, Pet Insurance - 401(k) with Safe Harbor Match - Paid Time Off - Paid Holidays No Solicitation Notification to Agencies Please note that Keystone and our Partner Agencies do not accept unsolicited resumes or calls from third-party recruiters or employment agencies. In the absence of a signed Master Service Agreement and approval from HR to submit resumes for a specific requisition, Keystone will not consider or approve payment to any third parties for hires made.