Global Payroll Escalations & Project Manager

Rippling provides a unified platform for managing HR, IT, and Finance, including global payroll services across more than 80 countries. The Global Payroll Escalations & Project Manager will manage high-stakes customer escalations, lead root-cause analysis, coordinate cross-functional incident resolution, and drive durable product and process improvements.

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
• Customer Management and Communication: Jump into high-stakes customer escalations to stabilize critical issues and build immediate trust. Deconstruct problems into crisp updates for our customers and internal stakeholders
• Project Manage Incidents: Bring structure to high-friction situations by coordinating action plans, ownership, and cross-functional execution
• Root-Cause Analysis: Unravel complex technical and operational issues into actionable components, leading RCAs to prevent recurrence. When an incident or customer escalation arises, you rapidly root cause the situation and develop a plan forward
• 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
• Drive End-to-End Fixes: Partner relentlessly with R&D and Ops to deliver durable fixes and critical roadmap items

Requirements:

• 3+ Years Experience: Escalations Management, TPM, Account Management, Strategic Customer Support, or Operations at a fast-growing tech company
• Obsessive Customer Focus: Passion for user experience and a track record of building immediate trust in high-stress moments
• High Focus and Ability to Handle Pressure: Hyper-focused under pressure with a strong bias for action during critical incidents
• Product & Technical Curiosity: Deep drive to understand product behavior and perform rigorous root-cause analysis
• R&D Partnership: Strong collaborative muscle to influence Product, Engineering, and CX on permanent fixes
• Structured Communication: Ability to break down complex issues into clear, actionable steps for both technical and executive audiences
• Adept at managing communications for both internal and external stakeholders
• Extremely driven and ambitious with a 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
• 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