Director of Payroll Customer Services
About The Position
In this role, you will lead a global payroll customer services organization, shaping the strategy, structure, and delivery of world-class support across multiple regions. You will oversee end-to-end service operations, ensuring seamless, compliant, and high-quality payroll experiences for customers and internal stakeholders alike. Working closely with cross-functional partners, you will drive innovation, operational excellence, and continuous improvement at scale. You will build and mentor high-performing teams, champion automation, and transform complex processes into efficient, customer-centric solutions. This position offers a unique opportunity to influence business outcomes, elevate service standards, and contribute to global growth. The environment is fast-paced, international, and fully remote, offering high autonomy, strategic ownership, and meaningful impact.
Requirements
- Proven leadership experience managing and scaling global customer service or payroll operations in complex, fast-growing environments
- Strong background in payroll, HR services, or related operational domains, with exposure to compliance and regulatory frameworks
- Highly analytical mindset with the ability to leverage data to guide strategy, prioritize initiatives, and manage high-impact projects
- Demonstrated experience driving automation, systems integration, and service transformation initiatives
- Exceptional people leadership skills, with a collaborative, empathetic, and performance-driven management style
- Strong stakeholder management and communication abilities, with fluency in written and spoken English
- Experience working in remote or globally distributed organizations is a strong advantage
- Proficiency with customer service management platforms, analytics tools, and operational systems
Responsibilities
- Define and execute the global strategy for payroll customer services, ensuring alignment with business objectives and long-term scalability
- Design and lead a high-performance, 24/7 service model that consistently exceeds service-level agreements and customer satisfaction targets
- Build, lead, and develop a global management team, fostering a culture of accountability, collaboration, and continuous improvement
- Drive operational efficiency through automation, process optimization, and strategic use of technology and integrations
- Partner closely with payroll operations, compliance, legal, tax, implementation, product, and engineering teams to deliver seamless end-to-end service
- Translate customer feedback and service insights into product and process enhancements
- Lead complex customer escalations, perform root-cause analysis, and implement preventative improvements
- Establish performance metrics, reporting frameworks, and data-driven decision-making practices
- Act as a strategic advisor to sales and customer experience teams, supporting growth initiatives and customer engagements
Benefits
- Competitive salary package aligned with global market standards
- Fully remote role with flexible working hours
- Flexible paid time off
- 16 weeks of paid parental leave
- Comprehensive mental health and wellbeing support
- Stock options
- Learning and professional development budget
- Home office setup budget and IT equipment
- Budget for coworking spaces and local in-person team events
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
