Senior Director – Global Shared Services

This is a fully remote position, open to applicants in Ireland.

📋 Description

• Lead the strategic advancement, automation, and expansion of G-P’s multi-product global service delivery framework across EOR, Contractor, and GIA products.

• Own the operational ecosystem encompassing Tier 1 24/7 scaled support and Tier 2 regional onboarding and lifecycle support teams.

• Redesign multi-tiered global support models to optimize ticket deflection while ensuring outstanding CSAT.

• Collaborate with Product and Engineering to convert customer friction into AI-driven features, platform improvements, and automated self-service processes.

• Oversee full-lifecycle customer onboarding and implementation across all product lines.

• Utilize workforce management telemetry and service desk analytics to predict capacity, enhance regional coverage, and manage service-level metrics.

• Define customized service SLAs and high-touch support tiers for SMB and Enterprise client segments.

• Act as a senior escalation point for intricate operational and technical challenges, facilitating root-cause resolution and platform solutions.

• Collaborate with Legal, Finance, Revenue, and Customer Success teams to streamline transitions and align policies with ongoing improvement and compliance.

• Lead, mentor, and cultivate a global team of regional directors, operational managers, and support engineers.

• Report directly to the VP of Global Operations.

⛳️ Requirements

• 12+ years of progressive leadership experience in Global Shared Services, Technical Customer Support, Customer Onboarding, or Operations Management within SaaS or technology sectors.

• Demonstrated success in leading customer onboarding, technical implementations, and 1:Many scaled customer enablement initiatives.

• Experience in building and scaling multi-tiered technical support organizations, including ticketing systems, API/integration support, and knowledge base architecture.

• Hands-on experience utilizing modern AI, data, and automation tools such as Databricks, Salesforce, Cursor, and N8N.

• Experience acting as an operational feedback loop to CPO/Product teams, influencing platform roadmap features and automated workflows.

• Proven ability to design multi-tier support models for SMB/Enterprise accounts and effectively resolve high-stakes executive client escalations.

• Advanced proficiency in capacity planning, service desk analytics, SLA tracking, and process improvement methodologies.

• History of developing managers, leading multi-region 24/7 teams, and promoting a data-driven, continuous improvement culture.

• Prior leadership experience in EOR, HR Technology, global mobility, immigration, or contractor management industries is preferred.

• Familiarity with global HR frameworks, multi-jurisdiction compliance, and international labor operations is preferred.

• Lean/Six Sigma experience is preferred.

🏝️ Benefits

• Competitive compensation.

• Generous paid parental leave.

• Flexible time off.

• Spending accounts.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Sabbatical after 5 years.

• Annual bonus for full-time regular employees in non-sales roles, based on individual and company performance.

• Flexible and remote-first work environment.

• Reasonable accommodations during the interview process.