Senior Director – Global Shared Services

47 minutes ago
Full-time
Executive
Customer and Technical Support
G-P/Globalization Partners

G-P/Globalization Partners

G P offers Employer of Record solutions for global team management in 180+ countries, combining EOR, Payroll, and HCM solutions for streamlined and compliant workforce expansion.

Professional Services
1K-5K

Description

  • Re-architect 24/7 Tier 1 and regional Tier 2 support models to increase ticket deflection while maintaining strong CSAT.
  • Partner with Product and Engineering to turn customer friction into AI-enabled features, platform enhancements, and automated self-service workflows.
  • Own customer onboarding and implementation across EOR, Contractor, and GIA product lines.
  • Use workforce telemetry and service desk analytics to forecast capacity, optimize regional coverage, and manage operational SLAs.
  • Design segmented support models, service SLAs, and high-touch experiences for SMB and enterprise customers.
  • Lead executive escalations, root-cause analysis, and structural platform resolutions for complex operational and technical issues.
  • Align Legal, Finance, Revenue, Customer Success, and other teams on customer handoffs, policies, compliance, and continuous improvement.
  • Lead and develop a global organization of regional directors, operations managers, and support engineers.

Requirements

  • 12+ years of progressive leadership experience in global shared services, technical customer support, customer onboarding, or operations management within SaaS or technology.
  • Experience leading customer onboarding, technical implementations, and 1:Many scaled customer enablement programs.
  • Experience building and scaling multi-tier technical support organizations, including ticketing, API/integration support, and knowledge-base architecture.
  • Hands-on experience with AI, data, and automation tools such as Databricks, Salesforce, Cursor, or N8N.
  • Experience partnering with Product and Engineering teams to influence platform roadmaps and automated workflows.
  • Experience designing segmented SMB and enterprise support models and managing high-stakes executive escalations.
  • Advanced expertise in capacity planning, service desk analytics, SLA tracking, and process improvement; Lean/Six Sigma experience preferred.
  • Experience leading multi-region 24/7 teams, developing managers, and fostering a data-driven improvement culture.
  • Leadership experience in EOR, HR technology, global mobility, immigration/GIA, or contractor management preferred.
  • Understanding of global HR frameworks, multi-jurisdiction compliance, and international labor operations preferred.

Benefits

  • Annual fixed pay of €156,000–€195,000, with eligibility for additional variable compensation or an annual bonus.
  • Remote-first and flexible work environment.
  • Paid parental leave and flexible time off.
  • Medical, dental, and vision insurance.
  • Spending accounts.
  • Sabbatical after five years.

Interested in this position?

Apply directly on the company website

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