Executive Escalations Manager
About the role
In this highly visible role, you will be responsible for tackling complex, challenging, and often ambiguous problems and driving real improvements to the business on behalf of the Executive team at Rippling. Acting as a liaison for our E-Staff, you’ll identify and define critical product and operational challenges and drive solutions to ensure successful resolution of complex customer issues.
What You Will Do
Own end-to-end management of executive escalations: Serve as the subject-matter expert and drive resolution of complex, cross-functional problems.
Orchestrate internal stakeholders to collaborate efficiently, demonstrating control and leadership in high-stakes situations.
Communicate complex scenarios with simple, clear, and strategic written and verbal communications.
Act as an Executive liaison: Execute on behalf of our Executive team. Instill trust while serving as the customer’s single point of contact and champion.
Work cross-functionally with key Rippling stakeholders: Build and maintain strong working relationships across the company - from executives to product, engineering, and support.
Analyze trends and root causes: Conduct thorough root cause analysis on each escalation to identify trends and drive effective process improvement.
Share trends analysis with executive leadership.
Partner directly with customers: Engage with customers to navigate complex challenges, resolve critical issues, and strengthen their trust in Rippling’s products and services.
What You Will Need
Experience in operations, consulting, banking, customer success, or another customer-facing generalist role
Executive communication skills — adept at distilling complex, critical information into concise insights and delivering clear, polished, and direct messaging tailored for executive stakeholders
Client-facing communication skills — skilled at building trust with customers by remaining composed in high-stress situations, navigating sensitive conversations with empathy, and effectively de-escalating conflict
Extremely driven and ambitious with bias for action
Quick learner with the ability to adapt to a fast-paced, high-growth environment
Can break complex problems into smaller, actionable solution steps and drive execution with ownership
Excellent written and verbal communication in English with a strong attention to detail
Ability to partner cross-functionally with a sense of urgency and influence without authority
Previous experience in a fast-growth startup is preferred but not required
Additional Information
Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics
To request a reasonable accommodation, please email accommodations@rippling.com
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.