Quality & Enablement Lead, US Tax Operations

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.

About the team

US Tax Operations resolves tax notices that clients receive from the IRS and state agencies, and runs the filings and payments work that prevents those notices in the first place. The team includes a notice-resolution organization of roughly 50 specialists across 7 managers and 2 pillar leads, and a filings, payments, and amendments organization of 4 teams under a third pillar lead.

About the role

US Tax Operations has historically handled quality assurance and training as side responsibilities held by internally promoted managers, people who are excellent at the underlying casework but have never built or run a quality program end to end. We're hiring a Quality & Enablement Lead to own this as a full-time discipline: building the team's training curriculum, running quality assurance and CSAT-driven improvement loops, and making sure skills keep pace with the team's workload. This is an external hire rather than an internal promotion, because the role calls for program-building experience the team doesn't currently have in-house.

What you'll do

• Own and build the team's end-to-end training framework: structured courses and refresher trainings across each functional area, including a way for team members to test into a different function if they want to move.
• Run the quality assurance program: auditing case quality, tracking trends, and turning findings into targeted refresher training rather than one-off fixes.
• Monitor CSAT and case-quality trends to catch emerging skill gaps early, for example by building and rolling out a refresher course when a pattern of errors shows up in a given week's cases.
• Maintain a clear, current record of who has and hasn't completed required training or certification, and partner with managers to close gaps.
• Build and improve the quality programs that reduce the kinds of issues that lead to client tax notices or escalations in the first place.

What we're looking for

• A track record of building and running a quality or enablement program end-to-end, not just facilitating training sessions designed by someone else.
• Experience with QA processes and CSAT or customer-experience programs in an operations or customer support environment.
• 3-6 years of relevant experience, ideally spanning both content design and full program execution.
• Strong organizational skills and the ability to operate independently in a fast-moving environment.

Nice to have

• Experience in a payroll, tax, HR tech, or other compliance-driven operations environment.
• Experience designing certification or internal-mobility testing programs.

Originally posted on Himalayas