Executive Escalations Lead | Cross-Functional Problem Solver

Rippling; San Francisco (CA); Hybrid; USD 120,000 - 190,000; Full time

Benefits offered by this job

Equity

Competitive salary

Benefits

Job summary

Rippling is seeking an experienced leader to own executive escalations, coordinate cross-functionally, and deliver strategic communications for the Executive team. You will drive resolution of complex problems, partnering with product, engineering, and support to improve customer outcomes.

Ideal candidates thrive in a fast-growth startup, demonstrate bias for action, and communicate clearly with senior stakeholders. PST time zone is preferred for this role.

Qualifications

• 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
• Have a solid track record of achievement - e.g. consistently delivered measurable business impact, quickly assumed increasing responsibility, or earned competitive recognition/ awards
• 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
• Have 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

Responsibilities

• 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.

Job description

Rippling is seeking an experienced leader to own executive escalations, coordinate cross-functionally, and deliver strategic communications for the Executive team. You will drive resolution of complex problems, partnering with product, engineering, and support to improve customer outcomes.

Ideal candidates thrive in a fast-growth startup, demonstrate bias for action, and communicate clearly with senior stakeholders. PST time zone is preferred for this role.