Responsibilities
- Establish and implement a worldwide strategic direction for payroll client service, ensuring initiatives support organizational objectives and can scale with growth.
- Build and manage a round-the-clock service model that surpasses service level agreements and key performance indicators such as customer satisfaction, response speed, and issue resolution time through efficient resource use and support channels.
- Serve as a recognized expert within the organization, promoting innovation and high-impact improvements in global payroll support delivery.
- Develop and sustain collaborative relationships across Payroll Operations, Compliance, Legal, Tax, Implementation, and other internal groups to ensure cohesive and effective service outcomes.
- Enhance operational performance by eliminating manual processes through automation and advancing team capabilities to resolve complex issues independently.
- Collaborate with Product and Engineering teams to convert customer challenges into actionable product enhancements that improve in-app payroll functionality and self-service tools.
- Develop and expand a global leadership team through consistent coaching and development, emphasizing leadership growth and accountability.
- Handle high-level customer escalations and conduct thorough root cause investigations to prevent recurring issues.
- Support Sales and Customer Experience teams by delivering specialized payroll expertise and contributing to client acquisition discussions.
Work Arrangement
Remote (Worldwide)
Team
global payroll services team
