G-P - Senior Director – Global Shared Services
Requirements
• 12+ years of progressive leadership experience in Global Shared Services, Technical Customer Support, Customer Onboarding, or Operations Management within SaaS or technology environments. • 12+ years of progressive leadership experience • Scaled Services & Onboarding Leadership: Proven track record of leading customer onboarding, technical implementations, and 1:Many scaled customer enablement programs. • Scaled Services & Onboarding Leadership: • Technical Support Architecture: Demonstrated experience building and scaling multi-tiered technical support organizations (ticketing systems, API/integration support, knowledge base architecture). • Technical Support 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. • AI & Automation Fluency: • Product & Engineering Partnership: Experience serving as an operational feedback mechanism to CPO/Product teams, driving platform roadmap features and automated workflows. • Product & Engineering Partnership: • Segmented CX & Escalation Management: Proven capability designing multi-tier support models for SMB/Enterprise accounts and resolving high-stakes executive client escalations. • Segmented CX & Escalation Management: • Analytical & Workforce Modeling Rigor: Advanced expertise in capacity planning, service desk analytics, SLA tracking, and process improvement methodologies (Lean/Six Sigma preferred). • Analytical & Workforce Modeling Rigor: • Global People Leadership: Track record of developing managers, leading multi-region 24/7 teams, and fostering a data-driven, continuous improvement culture. • Global People Leadership: • Domain Expertise: Prior leadership experience within Employer of Record (EOR), HR Technology, global mobility, immigration (GIA), or contractor management industries. • Domain Expertise: • Multi-Country Compliance: Understanding of global HR frameworks, multi-jurisdiction compliance, and international labor operations. • Multi-Country Compliance:
Responsibilities
• 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. • Drive Shared Services Transformation: • 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. • Lead AI & Product Feedback Loops: • 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. • Own Customer Activation & Onboarding: • 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 %). • Optimize Operational Health & Analytics: • 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. • Design Segmented CX Delivery: • Manage Executive Escalations: Serve as the senior escalation point for complex operational or technical issues, driving root-cause resolution and structural platform remedies. • Manage Executive Escalations: • 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. • Align Cross-Functional Operations: • 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. • Scale & Develop Global Leadership:
Benefits
• 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. • Our ranges are established using objective market benchmarking data for this level of work. Final placement within the range is determined by gender-neutral criteria, including the candidate's relevant skills, experience, and specific qualifications for the role. • Actual compensation for this position may vary and will depend on multiple factors such as relevant qualifications, experience, education, and geographic location. For Full-Time Regular Employees, this position is also eligible for additional compensation as follows: • Sales Roles: This position is eligible for a commission structure in addition to base salary. • Non-Sales Roles: This position is eligible for an annual bonus which is paid dependent on various factors, including and without limitation, individual and company performance in addition to base salary. • G-P values its employees and offers excellent benefits and perks including generous paid parental leave, flexible time off, spending accounts, medical insurance, dental insurance, vision insurance, sabbatical after 5 years and more. • Individuals residing, or applying to work, in the United States: California or Philadelphia, Pennsylvania, please review the following additional information:G-P will consider qualified applicants with arrest or conviction records in accordance with the California Fair Chance Act, Los Angeles City Fair Chance Act Ordinance, Los Angeles County Fair Chance Act Ordinance, and San Francisco Fair Chance Act Ordinance. Los Angeles applicants can review additional information regarding the Los Angeles City Fair Chance Act here: Fair Chance Initiative for Hiring Ordinance, and Philadelphia applicants can review information pertaining to Philadelphia’s Fair Criminal Record Screening Standards Ordinance here: Fair Chance Poster. Any consideration of a candidate’s background check with arrest or conviction records will include an individualized assessment based on the factors required by applicable law, including the candidate’s specific record and the duties and requirements of the specific job. • United States: California or Philadelphia • Pennsylvania, • G-P. Global Made Possible.
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