Executive Escalations Manager

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

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.

You are right for this role if you get energized by ownership and rapid growth. You understand that businesses need to deliver an exceptional customer experience to be successful. You are not afraid to get your hands dirty to deliver outcomes for customers, and you thrive in intense situations. You are a talented customer-facing operator, confident in project managing cross-functionally with multiple stakeholders, and passionate about solving the whole problem. Working with great people is a non-negotiable priority for you, because you excel as part of a collaborative, high-performance team.

Please note: Only considering candidates based in PST time zone.

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


• 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

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, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email [e-mail]

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.

A variety of factors are considered when determining someone’s compensation–including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed below.

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