Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Certification
Timeline
Generic

MORGEN PACK

PEO Compliance Lead
Portland,OR

Summary

Compliance operations and program management professional with over five years of experience driving operational improvements, regulatory readiness, and risk assessment. Proven expertise in resolving escalations, streamlining processes, and aligning user needs with compliance frameworks. Former Stripe team member with a deep understanding of its products, ecosystem, and user-first mission.

Overview

6
6
years of professional experience
1
1
Certification

Work History

PEO Compliance Lead

Rippling
12.2022 - Current
  • Designed and implemented a comprehensive compliance training program for TAMs/AMs, enhancing onboarding and alignment during escalations
  • Collaborated with Risk and Data Science teams to create real-time dashboards for payroll and invoicing issues, enabling trend analysis and proactive outreach
  • Reduced PEO customer terminations by 62% since 2023 through early issue identification
  • Delivered compliance reports to executive leadership, identifying patterns like payroll funding issues and reducing related escalations by 84% since 2023
  • Streamlined insufficient funds incident management with a 24-48 hour remediation protocol, safeguarding against financial losses

Program Manager, Escalations Management

Meta
06.2022 - 12.2022
  • Developed processes and tools for high-spending clients, improving issue resolution times and satisfaction
  • Conducted post-mortem reviews of escalations to identify root causes and streamline workflows
  • Managed vendor teams, revised training materials, and aligned escalation processes with business goals

Program Manager, Executive Escalations

Stripe
02.2022 - 06.2022
  • Led high-priority executive escalations, including NFT-related disputes, fraud investigations, and complex user complaints, ensuring swift and effective resolution
  • Collaborated closely with leadership and cross-functional teams to deliver clear, actionable updates while maintaining transparency and alignment on resolution strategies
  • Conducted post-mortem analyses on escalations to identify systemic patterns and process gaps, driving continuous improvements in workflows and user experience
  • Partnered with Product teams to understand Stripe's ecosystem deeply, enabling precise communication of complex issues to executive stakeholders and actionable recommendations for operational enhancements
  • Played a key role in refining escalation processes, balancing technical expertise with concise messaging to achieve both user satisfaction and internal efficiency

Community Operations

Stripe
04.2021 - 02.2022
  • Monitored social media platforms for escalated customer issues flagged by executives, leveraging tools like Khoros Analytics
  • Conducted post-mortem analyses to recommend process improvements and enhance compliance operations
  • Developed training content for global vendor teams to ensure adherence to compliance workflows

Program Manager, PR Escalations

Airbnb
09.2018 - 05.2020
  • Monitored social media for sensitive content, collaborating with Communications teams to de-escalate viral situations
  • Managed customer escalations and provided timely updates to internal stakeholders, preserving brand reputation
  • Created training materials to standardize escalation handling across global teams

Education

Bachelor of Arts - Womens & Gender Studies

Willamette University
Salem
05-2012

Skills

    Compliance Operations

    Risk Assessment

    Escalation Management

    Training Development

    Dashboard Design

    Process Optimization

    Data-Driven Decision-Making

    Executive Communication

Accomplishments

  • Reduced PEO compliance escalations by 84% and customer terminations by 62% at Rippling through proactive dashboards and training.
  • Successfully resolved high-stakes executive escalations involving NFTs and fraud at Stripe, driving improvements in user satisfaction.
  • Spearheaded Rippling's first compliance dashboards, enabling real-time monitoring and data-driven decisions.

Certification

SQL Querying Fundamentals - Part 1

Timeline

PEO Compliance Lead

Rippling
12.2022 - Current

SQL Querying Fundamentals - Part 1

11-2022

Program Manager, Escalations Management

Meta
06.2022 - 12.2022

Program Manager, Executive Escalations

Stripe
02.2022 - 06.2022

Community Operations

Stripe
04.2021 - 02.2022

Program Manager, PR Escalations

Airbnb
09.2018 - 05.2020

Bachelor of Arts - Womens & Gender Studies

Willamette University

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MORGEN PACKPEO Compliance Lead