Senior Director – Global Shared Services

🔥 13 hours ago

🇮🇪 Ireland – Remote

💵 €156k / year

⏰ Full Time

🟠 Senior

👔 Director

👻 Ghost score 0%

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G-P

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

🏥 Healthcare

⚖️ Legal

Consulting • Healthcare • Legal

G-P is a leading global company specializing in Employer of Record (EOR) solutions, providing businesses with the tools to hire, onboard, and manage teams in over 180 countries quickly and compliantly. The company offers a comprehensive suite of global employment products under its G-P Meridian Suite™, including services for hiring employees and contractors, managing global payroll, time management, expenses, HR support, and employee assistance. G-P is recognized for its compliance expertise, featuring the world's first AI-based HR compliance advisor, G-P Gia™, which delivers AI-driven advice and solutions for HR compliance challenges. With a strong network of partners and industry-leading EOR SaaS solutions, G-P supports HR, legal, and financial compliance globally. Their offerings are designed to simplify the employment lifecycle and accelerate global business expansion.

📋 Description

• Lead the strategic evolution, automation, and scaling of G-P’s multi-product global service delivery engine across EOR, Contractor, and GIA products • Own the operational ecosystem across Tier 1 24/7 scaled support and Tier 2 regional onboarding and lifecycle support teams • Re-architect multi-tiered global support models to maximize ticket deflection while maintaining exceptional CSAT • Partner with Product and Engineering to translate customer friction into AI-driven features, platform enhancements, and automated self-service flows • Manage full-lifecycle customer onboarding and implementation across all product lines • Use workforce management telemetry and service desk analytics to forecast capacity, optimize regional coverage, and manage service-level metrics • Establish customized service SLAs and high-touch support tiers for SMB and Enterprise client segments • Serve as senior escalation point for complex operational and technical issues, driving root-cause resolution and platform remedies • Consult with Legal, Finance, Revenue, and Customer Success teams to streamline handoffs and align policies with continuous improvement and compliance • Lead, mentor, and develop 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 environments • Proven track record leading customer onboarding, technical implementations, and 1:Many scaled customer enablement programs • Experience building and scaling multi-tiered technical support organizations, including ticketing systems, API/integration support, and knowledge base architecture • Hands-on experience leveraging modern AI, data, and automation tools such as Databricks, Salesforce, Cursor, and N8N • 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 • Track record of developing managers, leading multi-region 24/7 teams, and fostering a data-driven, continuous improvement culture • Prior leadership experience within EOR, HR Technology, global mobility, immigration, or contractor management industries preferred • Understanding of global HR frameworks, multi-jurisdiction compliance, and international labor operations preferred • Lean/Six Sigma experience 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, dependent on individual and company performance • Flexible and remote-first work environment • Reasonable accommodations during the interview process