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.
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.
Act as a thought leader within the organisation, driving innovation, transformation, and best-in-class service delivery across global payroll support services.
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.
Maximize operational efficiency by automating manual touchpoints and upskilling the team to handle more complex queries, minimizing Payroll Ops and cross-departmental dependencies.
Partner with Product and Engineering to translate customer friction into product requirements, directly improving the in-product payroll experience and native self-help features.
Lead and scale a global management team through proactive coaching and mentorship, focusing on developing future leaders and a culture of accountability.
Manage complex customer escalations and perform deep-dive root cause analysis to implement structural preventative measures.
Serve as a partner for Sales and Customer Experience, providing expert-level payroll collateral and participating in prospect meetings.
Requirements
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.
Strong analytical mindset with the ability to use data to drive decisions, manage complex escalations, and oversee high-priority projects simultaneously.
A kind, proactive leader dedicated to the "dignity of work," fostering a high-performance collaborative culture while removing mundane tasks for your team.
Though leader in using automation and integrations to reduce manual workload and drive efficiency.
Proactive and innovative mindset, constantly seeking opportunities to enhance customer service operations.
Fluent in English with exceptional interpersonal skills to influence stakeholders globally. You thrive in fast-paced, international settings.
Knowledge of relevant software systems and tools used in customer service management.
It's not required to have experience working remotely, but considered a plus
Benefits
work from anywhere
flexible paid time off
flexible working hours (we are async)
16 weeks paid parental leave
mental health support services
stock options
learning budget
home office budget & IT equipment
budget for local in-person social events or co-working spaces
Director of Payroll Customer Services at Remote | JobVerse