Director, Payroll and EOR Partner Operations

About Job

As Partner Operations Director, Payroll & EOR Partners, you own the operational health of Multiplier's payroll and EOR partner ecosystem end to end — from onboarding and enablement through performance, governance, and expansion into new markets.

You sit at the intersection of Partnerships, Operations, Legal, Finance, and Product. You turn a sprawling network of in-country providers into a predictable, measurable, compliant operating system — one that scales as we open new countries and onboard more customers, without service quality slipping.

You'll lead a team, set the operating cadence, and be the person leadership turns to when they want a straight answer on how the partner network is actually performing.

Skills & Qualification

• 12+ years in operations, partner/vendor management, or service delivery — with meaningful time in payroll, EOR, PEO, HR tech, or global employment.

• Proven track record running a partner or vendor network at scale, with hard ownership of SLAs, governance, and performance.

• Strong grasp of global payroll and/or EOR mechanics — compliance, country nuance, and what "good" looks like operationally.

• Hands-on experience operationalizing workflows in Salesforce and a support platform (Zendesk or equivalent).

• A builder's instinct: comfortable creating operating models, scorecards, and cadences from a blank page.

• People leadership experience — you've hired, coached, and scaled a team.

• Calm under escalation, decisive with incomplete information, and credible with both partners and internal leadership.

• Excellent written and verbal communication — you can turn operational complexity into a clear story for executive.

• Exposure to a high-growth scaleup environment where the playbook is still being written.

• Familiarity with benefits administration, in-country statutory filings, or contractor management.

Responsibilities

• Own the partner lifecycle. Build and run the end-to-end operating model for onboarding, activating, governing, and offboarding payroll and EOR partners — with clear stage gates, owners, and SLAs at each step.

• Set the performance bar. Define and maintain partner scorecards (accuracy, timeliness, compliance, responsiveness) with RYG KPI tracking, run regular business reviews, and drive corrective action where partners fall short.

• Govern SLAs and escalations. Stand up the escalation framework across the partner base, own the P1–P4 severity model for partner-driven incidents, and make sure issues get resolved before they reach the customer.

• Build the systems backbone. Partner with Ops and Engineering to operationalize partner workflows across Salesforce and Zendesk — case routing, ticket lifecycle, data integrity, and reporting that surfaces problems early.

• Expand country coverage. Work with Partnerships and Legal to evaluate, onboard, and activate new in-country partners as we open markets, ensuring operational readiness before go-live.

• Be the single source of truth. Produce the partner operations narrative for leadership — coverage, capacity, risk, and cost — through MBRs and standing reporting.

• Lead and grow a team. Build, coach, and scale a partner operations function, defining roles, capacity, and a follow-the-sun model that matches our global footprint.

• Drive continuous improvement. Find the friction in partner-dependent processes and remove it — fewer manual handoffs, faster cycle times, cleaner data.