Global Payroll Escalations & Project Manager

Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system.

• 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

• →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 but not required

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 accommodations@rippling.com

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. 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.