- Experience
- 12+ yrs
- Salary
- EUR 156,000 – EUR 195,000 / year
- Openings
- 1
- Posted
- 2 weeks ago
- Work mode
- Work from home
- Resume
- Required to apply
Sign in to tell us what does and doesn't work for you here — it sharpens every match we show you.
Job description
About G-P
G-P is a leading SaaS-based Global Employment Platform™ that allows clients to expand operations into more than 180 countries swiftly and simply, without the need to establish local entities. Our remote-first and diverse teams are integral to our success, fostering an innovative environment where flexibility and contributions are appreciated and nurtured. Our mission is to open up global business opportunities and reshape the future of work.
Role Overview
We are looking for a Senior Director of Global Shared Services to lead transformation initiatives and scale our global service delivery platform that includes Employer of Record (EOR), Contractor, and Global Immigration & Assignment (GIA) products. Reporting to the VP of Global Operations, this leader will oversee Tier 1 (24/7 Scaled Support) and Tier 2 (Regional Onboarding & Lifecycle Support) teams, collaborating closely with departments including Product, Engineering, Customer Success, Revenue, Legal, and Finance to drive automation and enhance customer experience.
Key Responsibilities
- Redesign and enhance multi-level global support systems to improve ticket deflection while delivering high customer satisfaction.
- Collaborate with Product and Engineering leadership to convert frontline user feedback into AI-driven feature improvements and automated self-service tools.
- Oversee full customer onboarding and activation processes across all product lines to ensure quick realization of value for enterprise clients.
- Leverage operational data and workforce analytics to predict capacity needs, optimize coverage, and meet key service level agreements.
- Create segmented customer experience strategies, tailoring service levels and support tiers based on client segments and product use.
- Act as the ultimate escalation contact for critical operational or technical issues, driving root-cause analysis and platform improvements.
- Coordinate with Legal, Finance, Revenue, and Customer Success teams to refine customer handoffs and align policies with operational efficiency and compliance requirements.
- Build and nurture a strong global leadership team including regional directors and support managers, fostering a culture of continuous improvement and professional growth.
Qualifications
- At least 12 years of ascending leadership experience in Global Shared Services, Technical Customer Support, Customer Onboarding, or Operations Management within SaaS or technology sectors.
- Proven expertise in scaling service operations including customer onboarding and technical implementation processes.
- Experience designing and managing multi-tiered technical support frameworks, including ticketing and knowledge management.
- Practical knowledge of AI, data tools, and automation platforms such as Databricks, Salesforce, Cursor, and N8N to enhance workflow and reporting.
- Competence in serving as a bridge with Product teams to inform platform development from operational insights.
- Successful track record in establishing differentiated support models for varying client profiles and handling executive-level escalation.
- Strong analytical skills with experience in capacity planning, SLA management, and process improvement methodologies; Lean or Six Sigma certification preferred.
- Demonstrated success leading and developing global, multi-region 24/7 teams and instilling a data-driven culture.
Preferred Experience
- Leadership experience in Employer of Record services, HR technology, global mobility, immigration, or contractor management domains.
- Knowledge of international HR compliance and multi-country labor regulations.
Compensation & Benefits
The annual base pay for this role ranges between €156,000 and €195,000, with additional variable compensation. Non-sales employees are eligible for performance-based bonuses while sales roles have a commission structure. Benefits include extensive parental leave, flexible time off, various insurance coverages, sabbaticals after five years, and more.
Diversity & Inclusion
G-P is an Equal Opportunity Employer committed to fostering a culture that values diversity, equity, and inclusion. We consider all qualified candidates, including those with criminal histories, consistent with applicable laws. Reasonable accommodations are offered to candidates with disabilities throughout the hiring process.