Global Client Solutions Lead

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. About Rippling

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, such as 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.

As Rippling expands into 100+ countries and moves up‑market to support enterprise‑level global footprints, the complexity of our operations has reached a new threshold. We are seeking a Global Client Solutions Lead to serve as the primary operational point of contact for our most strategic clients. While our Customer Success Managers (CSMs) own the high‑level relationship, you own the payroll delivery.

You will sit within the Global Payroll Operations team(long with a dedicated expert who bridges the gap between the client’s complex requirements and our internal execution). You will be the "boots on the ground" coordinator for high‑stakes implementations, the primary advocate for the customer’s operational 朋克 needs within our Product/Engineering teams, and the payroll incident commander when issues arise.

• Operational Lead for Strategic Implementations:
  • Partner with the Implementation and CSM teams to serve as the Global Payroll Ops Lead for high‑complexity clients.
  • Translate complex requirements—such as hourly OT tracking, Premium pay, and Collective Bargaining Agreements(Scene) into Rippling’s system or manage via partner workarounds.
  • Design the "Hypercare" operational plan for new strategic accounts, ensuring that the first 3‑6 months of payroll are executed with zero defects.
• Voice of the Customer for Payroll Ops & Product:
  • Identify recurring pain points for global clients and prioritize these with the Product and Engineering teams.
  • Advocate for product enhancements such as "Transformations" for payroll exports or enhanced re‑import flags, based on the real‑world needs of our largest customers.
  • Translate "Sales promises" into "Operational workflows," ensuring ourudades and partners have the instructions they need to support non‑standard client setups.
• Payroll Incident Command & Coordination:
  • Act as the Senior Escalation Point for all payroll‑related issues within your assigned portfolio of strategic accounts.
  • Lead the internal coordination across Payroll Specialists, CX, and Product to drive resolution when incidents occur.
  • Manage the technical post‑mortem for payroll errors, ensuring process improvements and root‑cause fixes.
• Portfolio Health & Performance Management:
  • Monitor payroll health via the support management dashboard and proactively address at‑risk payruns.
  • Work with the Global Payroll team to ensure the auditing program captures the nuances of strategic accounts.
  • Provide timely, synchronous updates on global payroll status to US‑based stakeholders regardless of geography.
/ulWhat You Will Need
• 8+ years of experience in Global Payroll Operations, Client achar Success, or Implementation for a multi‑national organization.
• Strategic inner‑loop advocacy experience working alongside CSMs or Sales teams to manage the technical/operational side of a customer relationship.
• Strategic hand‑holding experience managing strategic accounts requiring high‑touch coordination and manual risk mitigation.
• Complex problem‑solving track record for messy implementations where the product may have gaps.
• Incident command skills with experience managing high‑pressure escalations across Product, Ops, ornaments, engineering teams.
• Communication excellence: ability to influence internal leadership while maintaining calm in the storm for external customers.
• Analytical mindset with proficiency in data analysis (Excel/Google Sheets) and project management tools (JIRA/Confluence) to track account health and milestones.

US‑Based / Remote: Must be based in the US to align with the primary timezone of our North American clients' decision‑makers.

Equal Opportunity Employer Statement: Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not…