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Manager, Executive Escalations
$141,000 - $223,250/Yr
Rippling - Austin, TX
posted 2 months ago
Full-time - Mid Level
Austin, TX
Publishing Industries
About the position
As the Manager of the Executive Escalations Team at Rippling, you will lead a high-performing team dedicated to addressing critical issues escalated by our Executive team. Your leadership will cultivate a culture of accountability and responsiveness, enabling your team to effectively manage high-stakes situations. This role will involve analyzing data trends and communicating actionable insights to drive informed decision-making and strategic initiatives.
Responsibilities
- Lead and mentor a team of Executive Escalations Managers, fostering a culture of accountability and excellence.
- Oversee the escalation process, ensuring timely and effective resolution of high-impact customer issues.
- Drive critical process, system, and product improvements in collaboration with cross-functional leaders.
- Deliver regular updates to C-level executives on escalation trends, resolution impacts, and strategic recommendations.
- Design and implement training programs to elevate team capabilities and performance.
- Recruit and onboard top talent to support the growth of the Escalations department.
- Establish and monitor key performance indicators (KPIs) for escalations, such as resolution time, customer satisfaction, and team productivity.
Requirements
- 4-6 years of experience in operations, consulting, banking or generalist role, with previous experience in a fast-growth startup being a nice to have.
- 2 years of experience in management.
- Extremely driven and ambitious with a solid track record of achievement.
- Quick learner with the ability to adapt to a fast-paced intense environment.
- Ability to break complex problems into smaller, actionable solution steps and drive execution.
- Excellent written and verbal communication in English.
- Ability to partner cross-functionally with a sense of urgency.
- Executive presence to communicate effectively with C-level executives.
Nice-to-haves
- Previous experience in a fast-growth startup.
Benefits
- Competitive salary
- Equity
- Health insurance
- Paid time off
- Flexible work arrangements
