About the Role
This role is responsible for defining and executing the global strategy for payroll client service delivery, aligning service initiatives with company objectives while scaling for growth. The position leads a worldwide team, enhances service performance, drives operational efficiency, and partners across departments to deliver a best-in-class customer experience.
Responsibilities
- Establish and implement a worldwide strategic direction for payroll client service, ensuring initiatives support organizational goals and accommodate rapid scaling.
- Develop and manage a 24/7 service delivery 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 channel optimization.
- Serve as a recognized leader in service innovation, advancing transformative practices and high-quality support across international payroll operations.
- Build and sustain collaborative relationships with Payroll Operations, Compliance, Legal, Tax, Implementation, and internal partners to enable cohesive and effective service delivery.
- Enhance operational performance by automating manual processes and training teams to resolve advanced issues, reducing reliance on external departments.
- Collaborate with Product and Engineering teams to convert customer challenges into product improvements, enhancing built-in self-service tools and user experience.
- Develop and expand a global leadership team through consistent coaching and mentorship, emphasizing leadership growth and accountability.
- Handle high-level customer escalations and conduct thorough root cause investigations to implement long-term corrective actions.
- Support Sales and Customer Experience teams by delivering specialized payroll resources and engaging in meetings with potential clients.
Work Arrangement
Remote (Worldwide)
Team
global payroll services team
Other
- 24/7 service model
- Fluent in English
- Thrive in fast-paced, international settings
- Experience working remotely is a plus
