Global Shared Services Director, AI-Driven Ops

Globalizationpartners

Ireland

Remote

EUR 156,000 - 195,000

Full time

11 days ago

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Benefits offered by this job

Generous paid parental leave

Flexible time off

Medical insurance

Sabbatical after 5 years

Job summary

G-P seeks an executive leader to drive transformation of its global shared services and delivery engine across EOR, Contractor, and GIA product lines. You will partner with Product, Engineering, Revenue, Legal and Finance to translate operational insights into automated workflows and scalable service delivery for enterprise clients.

The role demands 12+ years in SaaS/tech settings, a track record of scaling onboarding, and leadership of 24/7/ regional teams.

Qualifications

12+ years of progressive leadership experience in Global Shared Services, technical customer support, onboarding, or operations management in SaaS/tech environments.
Proven ability to scale onboarding, implementations and multi‑tenant enablement programs.
Experience building and scaling multi‑tiered technical support organizations (ticketing systems, knowledge bases).
Hands-on use of AI, data and automation tools to optimize workflows and analysis.
Ability to partner with Product/Engineering to drive platform roadmap features and automated workflows.
Experience designing multi-tier support for SMB/Enterprise and handling executive client escalations.
Strong capacity planning, service desk analytics, SLA tracking and Lean/Six Sigma‑style improvement.

Responsibilities

Drive Shared Services Transformation: re-architect global support models (24/7 Tier 1 & Tier 2) to maximize ticket deflection while maintaining high CSAT.
Lead AI & Product Feedback Loops: translate frontline friction into AI features and automated flows.
Own Customer Activation & Onboarding: manage onboarding and implementation across all product lines for enterprise clients.
Optimize Operational Health & Analytics: use telemetry and analytics to forecast capacity, optimize regional coverage, and monitor SLAs.
Design Segmented CX Delivery: establish customized SLAs and high-touch tiers for distinct client segments.
Manage Executive Escalations: lead root-cause analysis and platform remedies for complex issues.
Align Cross-Functional Operations: coordinate with Legal, Finance, Revenue and CS for compliant handoffs.
Scale & Develop Global Leadership: mentor regional directors and build a pipeline of leaders.