Senior Director – Global Shared Services
Job description
Senior Director – Global Shared Services leads the strategic evolution, automation, and scaling of G-P's multi-product global service delivery engine (EOR, Contractor, and GIA), reporting to the VP of Global Operations. The role owns the operational ecosystem across Tier 1 (24/7 Scaled Support) and Tier 2 (Regional Onboarding & Lifecycle Support) teams.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote
- Pay
- EUR 156,000 – 195,000 / year
What you'll do
- 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
- Partner directly with Product and Engineering leadership to translate front-line customer friction into AI-driven features, platform enhancements, and automated self-service flows
- Manage full lifecycle customer onboarding and implementation across all product lines (EOR, Contractor, GIA), ensuring rapid time-to-value for enterprise clients
- 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 %)
- Establish customized service SLAs and high-touch support tiers tailored to distinct client segments (SMB vs. Enterprise) and multi-product configurations
- Serve as the senior escalation point for complex operational or technical issues, driving root-cause resolution and structural platform remedies
- Consult with Legal, Finance, Revenue, and CS teams to streamline customer handoffs and ensure business policies align with continuous improvement and compliance
- 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're looking for
- 12+ years of progressive leadership experience in Global Shared Services, Technical Customer Support, Customer Onboarding, or Operations Management within SaaS or technology environments
- Proven track record of leading customer onboarding, technical implementations, and 1:Many scaled customer enablement programs
- Demonstrated experience building and scaling multi-tiered technical support organizations (ticketing systems, API/integration support, knowledge base architecture)
- Hands-on experience leveraging modern AI, data, and automation tools (e.g., Databricks, Salesforce, Cursor, N8N) to optimize workflows and data analysis
- Experience serving as an operational feedback mechanism to CPO/Product teams, driving platform roadmap features and automated workflows
- Proven capability designing multi-tier support models for SMB/Enterprise accounts and resolving high-stakes executive client escalations
- Advanced expertise in capacity planning, service desk analytics, SLA tracking, and process improvement methodologies (Lean/Six Sigma preferred)
- Track record of developing managers, leading multi-region 24/7 teams, and fostering a data-driven, continuous improvement culture
Nice to have
- Prior leadership experience within Employer of Record (EOR), HR Technology, global mobility, immigration (GIA), or contractor management industries
- Understanding of global HR frameworks, multi-jurisdiction compliance, and international labor operations
Your team
Global Operations
Owns the multi-product global service delivery engine across Tier 1 (24/7 Scaled Support) and Tier 2 (Regional Onboarding & Lifecycle Support) teams
Benefits
- Generous paid parental leave
- Flexible time off
- Spending accounts
- Medical insurance
- Dental insurance
- Vision insurance
- Sabbatical after 5 years and more
Apply
About G-P
Global Made Possible
G-P provides a SaaS-based Global Employment Platform™ that enables clients to expand into over 180 countries quickly and efficiently, without the complexities of establishing local entities. G-P assists organizations in building exceptional global teams in days, not months—streamlining the hiring, onboarding, and management process.
Mission
Breaking down barriers to global business and creating opportunities for everyone, everywhere.
Key facts
- SaaS-based Global Employment Platform
- Enables clients to expand into over 180 countries
- Remote-first teams
- Offers EOR, Contractor, and GIA product lines
What they value
- Opportunity Made Possible
- Innovation thrives
- Every contribution is valued and celebrated