Senior Director, Global Shared Services (Remote-First)
G-P
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Benefits offered by this job
Job summary
G-P is seeking a Senior Director – Global Shared Services to lead strategic evolution, automation, and scaling of its multi‑product service delivery engine. You will own the full operational ecosystem across Tier 1 and Tier 2 teams, working with Product, Eng, and Finance to deliver a frictionless global experience.
With 12+ years in leadership within SaaS or tech operations, you will drive AI-driven features, optimized workflows, and scalable CX across regions, ensuring enterprise retention and
Qualifications
- 12+ years of progressive leadership in Global Shared Services, SaaS, or tech operations.
- Proven track record scaling multi-product, multi-region service delivery.
- Experience building and evolving AI/automation enabled support platforms.
- Strong cross‑functional collaboration with Product, Eng, Revenue, Legal, and Finance.
Responsibilities
- Lead the strategic transformation and scaling of the global shared services engine across 24/7 Tier 1 and regional Tier 2 support.
- Partner with Product and Engineering to translate customer friction into AI-driven features and automation.
- Own end-to-end customer activation, onboarding, and lifecycle management for multiple product lines.
- Analyze workforce telemetry and service metrics to forecast capacity and manage SLAs.
- Design segmented CX delivery with tailored SLAs for SMB vs Enterprise and multi-product setups.
- Manage executive escalations and drive root-cause remedies for complex issues.
- Align operations with Legal, Finance, Revenue, and CS to optimize handoffs and governance.
- Mentor regional directors and managers to build a scalable leadership pipeline.
Skills
Tools
Job description
G-P is seeking a Senior Director – Global Shared Services to lead strategic evolution, automation, and scaling of its multi‑product service delivery engine. You will own the full operational ecosystem across Tier 1 and Tier 2 teams, working with Product, Eng, and Finance to deliver a frictionless global experience.
With 12+ years in leadership within SaaS or tech operations, you will drive AI-driven features, optimized workflows, and scalable CX across regions, ensuring enterprise retention and
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