# Executive Escalations Manager

**Company:** [Rippling](https://hotfix.jobs/companies/rippling)
**Location:** Remote
**Role:** Customer Success
**Salary:** $80k – $145k/yr
**Skills:** Executive Communication, Client-Facing Communication, Root Cause Analysis, Cross-Functional Collaboration, Project Management, Trend Analysis
**Posted:** 2026-06-29

> Own end-to-end resolution of complex executive customer escalations at Rippling. Act as executive liaison, drive cross-functional collaboration, perform root cause analysis, and partner directly with customers to resolve high-stakes issues and improve processes.

## Job Description

## 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.

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**Canonical:** https://hotfix.jobs/jobs/abd10c29-6a1f-43f3-a7f7-f1246ff710c5