Senior Director – Global Shared Services

G-PSaaS, HR technology

Location: Ireland (Remote-First) Region: EMEAFull-TimeDirector

SalaryThe annual gross fixed pay range for this position is €156,000.00- €195,000.00 variable compensation.

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Job Details

Bring 12+ years of progressive leadership experience in global shared services, technical customer support, customer onboarding, or operations management within SaaS or technology.
Have a track record leading customer onboarding, technical implementations, and 1:Many scaled customer enablement programs.
Have experience building and scaling multi-tier technical support organizations, including ticketing systems, API/integration support, and knowledge base architecture.
Bring hands-on experience with modern AI, data, and automation tools such as Databricks, Salesforce, Cursor, or N8N.
Have experience partnering with Product teams to relay operational feedback and drive roadmap features and automated workflows.
Be able to design tiered support models for SMB and enterprise accounts and resolve high-stakes executive client escalations.
Have expertise in capacity planning, service desk analytics, SLA tracking, and process improvement; Lean/Six Sigma is preferred.
Have experience developing managers and leading multi-region 24/7 teams.
Preferred: leadership experience in EOR, HR technology, global mobility, immigration (GIA), or contractor management.
Preferred: understanding of global HR frameworks, multi-jurisdiction compliance, and international labor operations.

Re-architect multi-tiered global support models across 24/7 Tier 1 HR operations and technical support and Tier 2 regional lifecycle support.
Partner with Product and Engineering to turn customer friction into AI-driven features, platform enhancements, and automated self-service flows.
Manage customer onboarding and implementation across EOR, Contractor, and GIA product lines.
Use workforce management telemetry and service desk analytics to forecast capacity, optimize regional coverage, and manage service-level metrics.
Design service-level agreements and support tiers for SMB and enterprise clients and multi-product configurations.
Resolve complex operational and technical escalations, driving root-cause resolution and platform remedies.
Work with Legal, Finance, Revenue, and Customer Success to streamline handoffs and align policies with continuous improvement and compliance.
Lead, mentor, and develop regional directors, operational managers, and support engineers.

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