Senior Director – Global Shared Services
About The Position:
We are seeking an executive operational transformation leader to serve as Senior Director – Global Shared Services. In this role, you will lead the strategic evolution, automation, and scaling of G-P’s multi-product global service delivery engine (EOR, Contractor, and GIA). Reporting directly to the VP of Global Operations, you will own the full operational ecosystem across Tier 1 (24/7 Scaled Support) and Tier 2 (Regional Onboarding & Lifecycle Support) teams. Working closely with cross-functional leadership in Product, Engineering, Customer Success, Revenue, Legal, and Finance Operations, you will translate operational insights into core product features and automated workflows to protect enterprise retention and deliver a frictionless global experience.
What You Will Do:
Drive Shared Services Transformation: Re-architect multi-tiered global support models (24/7 Tier 1 HR Ops/Technical Support & Tier 2 Regional Lifecycle Support) to maximize ticket deflection while maintaining exceptional CSAT.
Lead AI & Product Feedback Loops: Partner directly with Product and Engineering leadership to translate front-line customer friction into AI-driven features, platform enhancements, and automated self-service flows.
Own Customer Activation & Onboarding: Manage full lifecycle customer onboarding and implementation across all product lines (EOR, Contractor, GIA), ensuring rapid time-to-value for enterprise clients.
Optimize Operational Health & Analytics: Utilize workforce management telemetry and service desk analytics to forecast capacity, optimize regional coverage, and manage key SLAs (Response Time, Re-open Rates, CSAT, FCR, TTR, and Automation %).
Design Segmented CX Delivery: Establish customized service SLAs and high-touch support tiers tailored to distinct client segments (SMB vs. Enterprise) and multi-product configurations.
Manage Executive Escalations: Serve as the senior escalation point for complex operational or technical issues, driving root-cause resolution and structural platform remedies.
Align Cross-Functional Operations: Consult with Legal, Finance, Revenue, and CS teams to streamline customer handoffs and ensure business policies align with continuous improvement and compliance.
Scale & Develop Global Leadership: Lead, mentor, and build a high-performing global team of regional directors, operational managers, and support engineers, cultivating a robust pipeline of future operational managers.
What We Are Looking For:
Minimum Requirements:
12+ years of progressive leadership experience in Global Shared Services, Technical Customer Support, Customer Onboarding, or Operations Management within SaaS or technology environments.
Scaled Services & Onboarding Leadership: Proven track record of leading customer onboarding, technical implementations, and 1:Many scaled customer enablement programs.
Technical Support Architecture: Demonstrated experience building and scaling multi-tiered technical support organizations (ticketing systems, API/integration support, knowledge base architecture).
AI & Automation Fluency: Hands-on experience leveraging modern AI, data, and automation tools (e.g., Databricks, Salesforce, Cursor, N8N) to optimize workflows and data analysis.
Product & Engineering Partnership: Experience serving as an operational feedback mechanism to CPO/Product teams, driving platform roadmap features and automated workflows.
Segmented CX & Escalation Management: Proven capability designing multi-tier support models for SMB/Enterprise accounts and resolving high-stakes executive client escalations.
Analytical & Workforce Modeling Rigor: Advanced expertise in capacity planning, service desk analytics, SLA tracking, and process improvement methodologies (Lean/Six Sigma preferred).
Global People Leadership: Track record of developing managers, leading multi-region 24/7 teams, and fostering a data-driven, continuous improvement culture.
Preferred Qualifications:
Domain Expertise: Prior leadership experience within Employer of Record (EOR), HR Technology, global mobility, immigration (GIA), or contractor management industries.
Multi-Country Compliance: Understanding of global HR frameworks, multi-jurisdiction compliance, and international labor operations.
Compensation:
The annual gross fixed pay range for this position is -€156,000.00- €195,000.00 variable compensation.
We will consider for employment all qualified applicants, including those with arrest records, conviction records, or other criminal histories, in a manner consistent with the requirements of any applicable state and local laws, including the National Vetting Bureau (Children and Vulnerable Persons) Act 2012, the Private Security Services Act 2004, and the Criminal Justice (Spent Convictions and Certain Disclosures) Act 2016.
We will consider for employment all qualified applicants, including those with arrest records, conviction records, or other criminal histories, in a manner consistent with the requirements of any applicable state and local laws, including the National Vetting Bureau (Children and Vulnerable Persons) Act 2012, the Private Security Services Act 2004, and the Criminal Justice (Spent Convictions and Certain Disclosures) Act 2016.