Global Payroll Escalations Lead & Cross-Functional PM

Rippling; United States; On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

Competitive salary

In-office work policy

Comprehensive benefits

Job summary

Rippling is seeking an Escalations Lead for its Global Payroll Operations. The role focuses on owning executive escalations, coordinating cross-functional teams, and delivering durable, end-to-end fixes that improve product quality and customer retention.

You will analyze complex incidents, communicate clearly with executives and customers, and partner with R&D and Ops to drive root-cause resolutions. This is a high-visibility, high-impact position in a fast-growing company.

Qualifications

• 3+ years in escalations management, TPM, or strategic customer support at tech companies.
• Proven ability to manage high-stakes incidents with cross-functional teams.
• Strong written and verbal English with clear, actionable updates.
• Bias for action and delivery of durable fixes with R&D and Ops.

Responsibilities

• Own end-to-end executive escalations and coordinate cross-functional resolution.
• Stabilize critical issues and communicate updates to customers and stakeholders.
• Lead incident project management with structured action plans.
• Perform root-cause analyses to prevent recurrence and drive fixes.
• Identify trends from escalations to improve processes and roadmap items.

Skills

Escalations Management

Cross-functional Collaboration

Customer Focus

High Pressure Performance

Root-Cause Analysis

Product & Tech Curiosity

Executive Communication

Influence without Authority

Startup Experience

English Communication

Job description

Rippling is seeking an Escalations Lead for its Global Payroll Operations. The role focuses on owning executive escalations, coordinating cross-functional teams, and delivering durable, end-to-end fixes that improve product quality and customer retention.

You will analyze complex incidents, communicate clearly with executives and customers, and partner with R&D and Ops to drive root-cause resolutions. This is a high-visibility, high-impact position in a fast-growing company.