Director of Payroll Customer Services

Requirements <ul> <li>Proven leadership in managing and scaling service operations - ideally in payroll or HR - with a track record of implementing strategies that enhance customer experience. Experience in a global, remote-first organization is preferred</li> <li>Strong analytical mindset with the ability to use data to drive decisions, manage complex escalations, and oversee high-priority projects simultaneously</li> <li>A kind, proactive leader dedicated to the "dignity of work," fostering a high-performance collaborative culture while removing mundane tasks for your team</li> <li>Though leader in using automation and integrations to reduce manual workload and drive efficiency</li> <li>Proactive and innovative mindset, constantly seeking opportunities to enhance customer service operations</li> <li>Fluent in English with exceptional interpersonal skills to influence stakeholders globally. You thrive in fast-paced, international settings</li> <li>Knowledge of relevant software systems and tools used in customer service management</li> <li>It's not required to have experience working remotely, but considered a plus</li> </ul> What the job involves <ul> <li>The Director of Global Payroll Customer Services will oversee the global payroll services team and lead the development and delivery of world-class support and customer service for both internal teams and external customers</li> <li>In close collaboration with the Payroll Operations, Compliance, Implementation, Legal, and Tax teams, the Director will ensure a seamless, end-to-end payroll services process, delivering high-quality, compliant, and efficient payroll services across all regions</li> <li>The Director will also be responsible for defining and executing the overarching strategy for the services vertical, developing a scalable team to support business growth, and enhancing the service offerings to meet evolving client needs</li> <li>You will be reporting to the VP of Customer Experience</li> <li>Define and execute the global strategic vision for the Payroll Client service experience, ensuring all service initiatives are aligned with broader company goals and scalable for rapid expansion</li> <li>Design and lead a high-performance, 24/7 service model that consistently exceeds SLAs and critical KPIs - including CSAT, response, and resolution times - by optimizing resource allocation and delivery channels while ensuring continuous first-line support</li> <li>Act as a thought leader within the organisation, driving innovation, transformation, and best-in class service delivery across global payroll support services</li> <li>Foster and maintain strong cross functional collaboration with Payroll Operations, Compliance, Legal, Tax, Implementation, and internal stakeholders to ensure integrated, efficient service delivery and business alignment</li> <li>Maximize operational efficiency by automating manual touchpoints and upskilling the team to handle more complex queries, minimizing Payroll Ops and cross departmental dependencies</li> <li>Partner with Product and Engineering to translate customer friction into product requirements, directly improving the in product payroll experience and native self help features</li> <li>Lead and scale a global management team through proactive coaching and mentorship, focusing on developing future leaders and a culture of accountability</li> <li>Manage complex customer escalations and perform deep dive root cause analysis to implement structural preventative measures</li> <li>Serve as a partner for Sales and Customer Experience, providing expert-level payroll collateral and participating in prospect meetings</li> <li>You'll report to: VP of Customer Experience</li> <li>Team: Customer Experience</li> </ul><img src="https://www.jobg8.com/Tracking.aspx?BYYZSi1VQS%2f37zuEzbr3mw0BiAZT8pVzb" width="0" height="0" />