Manager, Client Experience Operations

About Rise

Rise is a Canadian HR, payroll and benefits technology company with a growing team in Noida. As we continue to expand our presence in India, were looking for an experienced People & Operations Manager to help us build an exceptional workplace and ensure our Noida operations run smoothly.
This is a broad, hands-on leadership role for someone who is equally comfortable working with people, solving operational problems, managing external partners, and creating a great employee experience.

About the role

Thousands of Canadian businesses rely on Rise every month to pay and manage their workforce.

Rise Cx Ops team does everything after the sale runs through Client Experience: Cx Ops does the onboarding that gets them set up, Cx Ops is the resolution behind every support question, the account work that keeps them healthy, and the payrolls we process on their behalf.

Our Noida team does the operational work behind all four.

We're looking for a hands-on manager to lead that team across onboarding, support, client success, and managed payroll process.

You'll coach inside the queue and inside the implementation team, take the hardest cases yourself, and run the operational rhythm that keeps every function sharp.

Your team works out of our Noida office alongside the Client Experience team in Canada, and you'll report to both our Director of Client Experience in Canada and our General Manager in Noida.

The Noida Client Experience function is still growing, so you'll have real say in how it's built: what the team owns, how work gets routed, where the quality bar sits. If you want the scope of running an operation rather than a single queue, this is that role.

The day-to-day

• Hire, train, and lead a Noida Client Experience operations team across onboarding, support, client success, and managed payroll.
• Own the hardest cases end-to-end, driving each one to a resolution the client-facing team can stand behind.
• Coach the team through regular 1:1s, training, and feedback, and run performance management with structured plans and follow-through.
• Hold the operational bar across all four functions: queue health and SLAs, onboarding timelines, account health, and payroll accuracy against deadlines. Work in lockstep with the Canadian manager of each department so their needs are covered by your team.
• Watch volume and staffing across the team, move capacity as the payroll calendar shifts, and report weekly on first-response time, time in queue by priority, reopen rate, CSAT, time to go-live, and on-time payroll runs.
• Define and improve the processes, playbooks, and knowledge base documentation your team works from, and use AI tools to speed up resolution and setup.
• Partner with Product and Engineering to fix recurring issues at the root, and feed what your team sees back to the Canadian departments.

Preferred candidate profile

• 5+ years in managing & leading as a manager for client support, onboarding, implementation, or payroll operations.

• A background in payroll, HR tech, fintech, or similar regulated SaaS. You know why a missed employee payment can't wait until Monday.

• A player-coach approach. You're ready to roll up your sleeves as a manager and set the standard for your team.

• Comfortable leading across more than one function and across time zones, with the judgment to set priorities when a payroll deadline and a client escalation land in the same hour.

• Technical aptitude. You've configured SaaS platforms and worked through setup and configuration issues.

• Strong project management and capacity planning. You can juggle several onboardings against deadlines, help your team do the same, and plan for volume before it arrives.

• Experience with performance management, including structured plans and follow-through.

• Professional proficiency in English, written and spoken. You can document a resolution clearly enough that the client-facing team can act on it without rework.

• Comfortable adopting AI tools to speed up resolution and expand team output.

• Bonus: Experience on a managed or outsourced payroll service team.

• Bonus: Experience supporting clients in North America, or familiarity with Canadian payroll rules and terminology.