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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive leadership in Global Shared Services and Technical Customer Support, with a focus on customer onboarding, multi-tiered support models, and operational excellence. Proficient in leveraging AI and data analytics to enhance service delivery and drive continuous improvement.
Highest-signal resume keywords
Global Shared Services LeadershipCustomer Onboarding ManagementMulti-Tiered Support Model DesignAI and Automation Tool UtilizationCapacity Planning and Service Desk Analytics
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer OnboardingTechnical ImplementationsService Level Agreement (SLA) TrackingProcess Improvement MethodologiesTicketing SystemsAPI/Integration SupportKnowledge Base ArchitectureCapacity PlanningData-Driven Decision MakingContinuous Improvement
Soft Skills
MentoringLeadershipCollaborationProblem SolvingCommunication
Tools & Technologies
DatabricksSalesforceCursorN8N
Certifications & Qualifications
Lean/Six Sigma
Industry Keywords
EORHR TechnologyGlobal MobilityImmigrationContractor ManagementMulti-Jurisdiction ComplianceInternational Labor Operations
About the role
Key responsibilities & impact- Lead the strategic evolution, automation, and scaling of G-P’s multi-product global service delivery engine across EOR, Contractor, and GIA products
- Own the operational ecosystem across Tier 1 24/7 scaled support and Tier 2 regional onboarding and lifecycle support teams
- Re-architect multi-tiered global support models to maximize ticket deflection while maintaining exceptional CSAT
- Partner with Product and Engineering to translate customer friction into AI-driven features, platform enhancements, and automated self-service flows
- Manage full-lifecycle customer onboarding and implementation across all product lines
- Use workforce management telemetry and service desk analytics to forecast capacity, optimize regional coverage, and manage service-level metrics
- Establish customized service SLAs and high-touch support tiers for SMB and Enterprise client segments
- Serve as senior escalation point for complex operational and technical issues, driving root-cause resolution and platform remedies
- Consult with Legal, Finance, Revenue, and Customer Success teams to streamline handoffs and align policies with continuous improvement and compliance
- Lead, mentor, and develop a global team of regional directors, operational managers, and support engineers
- Report directly to the VP of Global Operations
Requirements
What you’ll need- 12+ years of progressive leadership experience in Global Shared Services, Technical Customer Support, Customer Onboarding, or Operations Management within SaaS or technology environments
- Proven track record leading customer onboarding, technical implementations, and 1:Many scaled customer enablement programs
- Experience building and scaling multi-tiered technical support organizations, including ticketing systems, API/integration support, and knowledge base architecture
- Hands-on experience leveraging modern AI, data, and automation tools such as Databricks, Salesforce, Cursor, and N8N
- Experience serving as an operational feedback mechanism to CPO/Product teams, driving platform roadmap features and automated workflows
- Proven capability designing multi-tier support models for SMB/Enterprise accounts and resolving high-stakes executive client escalations
- Advanced expertise in capacity planning, service desk analytics, SLA tracking, and process improvement methodologies
- Track record of developing managers, leading multi-region 24/7 teams, and fostering a data-driven, continuous improvement culture
- Prior leadership experience within EOR, HR Technology, global mobility, immigration, or contractor management industries preferred
- Understanding of global HR frameworks, multi-jurisdiction compliance, and international labor operations preferred
- Lean/Six Sigma experience preferred
Benefits
Comp & perks- Competitive compensation
- Generous paid parental leave
- Flexible time off
- Spending accounts
- Medical insurance
- Dental insurance
- Vision insurance
- Sabbatical after 5 years
- Annual bonus for full-time regular employees in non-sales roles, dependent on individual and company performance
- Flexible and remote-first work environment
- Reasonable accommodations during the interview process