Global Payroll Escalations & Incident Lead

Rippling; San Francisco (CA); Remote; USD 68,000 - 102,000; Full time

Job summary

Rippling seeks a Global Payroll Escalations & Project Manager to lead complex cross-functional issues affecting payroll operations worldwide. You will act as a technical troubleshooter and project manager, translating friction into actionable roadmap work and driving rapid, lasting improvements for large and small customers.

You will partner with Product, Engineering, and CX to deliver durable fixes and clear communications, ensuring trust and high-quality outcomes across global payroll services.

Qualifications

• 3+ years in escalations management or TPM, with fast-growing tech experience.
• Strong customer focus and ability to build immediate trust.
• Proven ability to perform root-cause analysis and drive fixes.
• Excellent written and verbal communication for exec audiences.

Responsibilities

• Own end-to-end executive escalations and drive cross-functional resolution.
• Stabilize critical issues and communicate clearly to customers and stakeholders.
• Project manage high-friction incidents with structured action plans.
• Conduct root-cause analyses and implement durable fixes with R&D, Ops.
• Analyze trends to identify improvements and inform leadership.
• Partner with customers to navigate challenges and maintain trust.

Skills

Escalations Mgmt

Program Management

Account Management

Strategic Customer Support

Operations

Job description

Rippling seeks a Global Payroll Escalations & Project Manager to lead complex cross-functional issues affecting payroll operations worldwide. You will act as a technical troubleshooter and project manager, translating friction into actionable roadmap work and driving rapid, lasting improvements for large and small customers.

You will partner with Product, Engineering, and CX to deliver durable fixes and clear communications, ensuring trust and high-quality outcomes across global payroll services.