Executive Escalations Manager

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.