[Hiring] Senior Director – Global Shared Services @G-P

Role Description

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.

Qualifications

• 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.

Preferred Qualifications

• 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.

Compensation

• The annual gross fixed pay range for this position is €156,000.00 - €195,000.00 variable compensation.
• 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 may vary and will depend on multiple factors such as relevant qualifications, experience, education, and geographic location.
• This position is also eligible for additional compensation as follows:
• Sales Roles: Eligible for a commission structure in addition to base salary.
• Non-Sales Roles: Eligible for an annual bonus based on individual and company performance in addition to base salary.

Benefits

• Generous paid parental leave.
• Flexible time off.
• Spending accounts.
• Medical insurance.
• Dental insurance.
• Vision insurance.
• Sabbatical after 5 years.
• More benefits available.