Senior Director – Global Shared Services

G-P; United States; Remote; USD 180,000 - 260,000; Full time

Job summary

G-P is seeking an executive to lead Global Shared Services, driving transformation, automation, and scaling of the multi-product service engine. You will own Tier 1 and Tier 2 operations, reporting to the VP of Global Operations, and collaborate with Product, Engineering, Customer Success, Revenue, Legal and Finance to deliver a frictionless global experience.

The role requires building and guiding a 24/7, multi-region team, defining segmented CX, handling escalations, and turning operational

Qualifications

• 12+ years of leadership in Global Shared Services, SaaS, or tech.
• Proven onboarding and scaled customer enablement leadership.
• Experience building and scaling multi-tiered technical support teams.
• Hands-on AI, data, and automation tooling experience.
• Ability to partner with Product & Engineering on roadmap features.
• Strong capacity planning, analytics, and SLA discipline.

Responsibilities

• Drive Shared Services transformation and re-architect 24/7 support models.
• Lead AI and product feedback loops to translate friction into features.
• Own customer activation and onboarding across all product lines.
• Monitor operational health, analytics, capacity, and SLAs.
• Design segmented CX delivery for SMB vs Enterprise customers.
• Manage executive escalations and drive root-cause resolution.
• Align cross-functional operations with Legal, Finance, Revenue, and CS.

Skills

Global leadership

Operational transformation

Executive leadership

Customer onboarding

SLA management

Data analytics

Lean Six Sigma

Cross-functional collaboration

AI & automation fluency

Product & engineering partnership

Tools

Databricks

Salesforce

Cursor

N8N

Job description

About Us

Our leading SaaS-based Global Employment Platform™ enables clients to expand into over 180 countries quickly and efficiently, without the complexities of establishing local entities. At G-P, we’re dedicated to breaking down barriers to global business and creating opportunities for everyone, everywhere.

Our diverse, remote-first teams are essential to our success. We empower our Dream Team members with flexibility and resources, fostering an environment where innovation thrives and every contribution is valued and celebrated.

The work you do here will positively impact lives around the world. We stand by our promise: Opportunity Made Possible. In addition to competitive compensation and benefits, we invite you to join us in expanding your skills and helping to reshape the future of work.

At G-P, we assist organizations in building exceptional global teams in days, not months—streamlining the hiring, onboarding, and management process to unlock growth potential for all.

About The Position:

We are seeking an executive operational transformation leader to serve as Senior Director – Global Shared Services . In this role, you will lead the strategic evolution, automation, and scaling of G-P’s multi-product global service delivery engine (EOR, Contractor, and GIA). Reporting directly to the VP of Global Operations, you will own the full operational ecosystem across Tier 1 (24/7 Scaled Support) and Tier 2 (Regional Onboarding & Lifecycle Support) teams. Working closely with cross-functional leadership in Product, Engineering, Customer Success, Revenue, Legal, and Finance Operations, you will translate operational insights into core product features and automated workflows to protect enterprise retention and deliver a frictionless global experience.

What You Will Do:

• Drive Shared Services Transformation: Re-architect multi-tiered global support models (24/7 Tier 1 HR Ops/Technical Support & Tier 2 Regional Lifecycle Support) to maximize ticket deflection while maintaining exceptional CSAT.
• Lead AI & Product Feedback Loops: Partner directly with Product and Engineering leadership to translate front-line customer friction into AI-driven features, platform enhancements, and automated self-service flows.
• Own Customer Activation & Onboarding: Manage full lifecycle customer onboarding and implementation across all product lines (EOR, Contractor, GIA), ensuring rapid time-to-value for enterprise clients.
• Optimize Operational Health & Analytics: Utilize workforce management telemetry and service desk analytics to forecast capacity, optimize regional coverage, and manage key SLAs (Response Time, Re-open Rates, CSAT, FCR, TTR, and Automation %).
• Design Segmented CX Delivery: Establish customized service SLAs and high-touch support tiers tailored to distinct client segments (SMB vs. Enterprise) and multi-product configurations.
• Manage Executive Escalations: Serve as the senior escalation point for complex operational or technical issues, driving root-cause resolution and structural platform remedies.
• Align Cross-Functional Operations: Consult with Legal, Finance, Revenue, and CS teams to streamline customer handoffs and ensure business policies align with continuous improvement and compliance.
• Scale & Develop Global Leadership: Lead, mentor, and build a high-performing global team of regional directors, operational managers, and support engineers, cultivating a robust pipeline of future operational managers.

What We Are Looking For:

Minimum Requirements:

• 12+ years of progressive leadership experience in Global Shared Services, Technical Customer Support, Customer Onboarding, or Operations Management within SaaS or technology environments.
• Scaled Services & Onboarding Leadership: Proven track record of leading customer onboarding, technical implementations, and 1:Many scaled customer enablement programs.
• Technical Support Architecture: Demonstrated experience building and scaling multi-tiered technical support organizations (ticketing systems, API/integration support, knowledge base architecture).
• AI & Automation Fluency: Hands-on experience leveraging modern AI, data, and automation tools (e.g., Databricks, Salesforce, Cursor, N8N) to optimize workflows and data analysis.
• Product & Engineering Partnership: Experience serving as an operational feedback mechanism to CPO/Product teams, driving platform roadmap features and automated workflows.
• Segmented CX & Escalation Management: Proven capability designing multi-tier support models for SMB/Enterprise accounts and resolving high-stakes executive client escalations.
• Analytical & Workforce Modeling Rigor: Advanced expertise in capacity planning, service desk analytics, SLA tracking, and process improvement methodologies (Lean/Six Sigma preferred).
• Global People Leadership: Track record of developing managers, leading multi-region 24/7 teams, and fostering a data-driven, continuous improvement culture.

Preferred …