Senior Director – Global Shared Services

Ireland (Remote-First) · Ireland · EUR 156,000-195,000 / year · 12+ years experience · Remote · Posted Oct 2, 2026

At a glance

Our leading SaaS-based Global Employment Platform™ enables clients to expand into over 180 countries quickly and efficiently, without the complexities of establishing local entities. At G-P, we’re dedicated to breaking down barriers to global business and creating opportunities for everyone, everywhere.
Our diverse, remote-first teams are essential to our success. We empower our Dream Team members with flexibility and resources, fostering an environment where innovation thrives and every contribution is valued and celebrated.
The work you do here will positively impact lives around the world. We stand by our promise: Opportunity Made Possible. In addition to competitive compensation and benefits, we invite you to join us in expanding your skills and helping to reshape the future of work.
At G-P, we assist organizations in building exceptional global teams in days, not months—streamlining the hiring, onboarding, and management process to unlock growth potential for all.

Globalization Partners is seeking an executive operational transformation leader to serve as Senior Director – Global Shared Services.
In this role, you will lead the strategic evolution, automation, and scaling of G‑P’s multi-product global service delivery engine.
You will own the full operational ecosystem across Tier 1 and Tier 2 teams, translating operational insights into core product features and automated workflows.

Drive Shared Services Transformation: Re-architect multi-tiered global support models to maximize ticket deflection while maintaining exceptional CSAT.
Lead AI & Product Feedback Loops: Partner directly with Product and Engineering leadership to translate front-line customer friction into AI-driven features, platform enhancements, and automated self-service flows.
Own Customer Activation & Onboarding: Manage full lifecycle customer onboarding and implementation across all product lines, ensuring rapid time-to-value for enterprise clients.
Optimize Operational Health & Analytics: Utilize workforce management telemetry and service desk analytics to forecast capacity, optimize regional coverage, and manage key SLAs.
Design Segmented CX Delivery: Establish customized service SLAs and high-touch support tiers tailored to distinct client segments and multi-product configurations.
Manage Executive Escalations: Serve as the senior escalation point for complex operational or technical issues, driving root-cause resolution and structural platform remedies.
Align Cross-Functional Operations: Consult with Legal, Finance, Revenue, and CS teams to streamline customer handoffs and ensure business policies align with continuous improvement and compliance.
Scale & Develop Global Leadership: Lead, mentor, and build a high-performing global team of regional directors, operational managers, and support engineers.

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 of leading customer onboarding, technical implementations, and 1:Many scaled customer enablement programs.
Demonstrated experience building and scaling multi-tiered technical support organizations.
Hands-on experience leveraging modern AI, data, and automation tools to optimize workflows and data analysis.
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 Employer of Record (EOR), HR Technology, global mobility, immigration (GIA), or contractor management industries.
Understanding of global HR frameworks, multi-jurisdiction compliance, and international labor operations.