The Director of Global Payroll Customer Services will oversee the global payroll services team and lead the development and delivery of world-class support and customer service for both internal teams and external customers.<\/p>\n
In close collaboration with the Payroll Operations, Compliance, Implementation, Legal, and Tax teams, the Director will ensure a seamless, end-to-end payroll services process, delivering high-quality, compliant, and efficient payroll services across all regions. The Director will also be responsible for defining and executing the overarching strategy for the services vertical, developing a scalable team to support business growth, and enhancing the service offerings to meet evolving client needs.<\/p>\n
You will be reporting to the VP of Customer Experience<\/p>\n
Requirements<\/p>\n
\tProven leadership in managing and scaling service operations – ideally in payroll or HR – with a track record of implementing strategies that enhance customer experience. Experience in a global, remote-first organization is preferred.
\n\tStrong analytical mindset with the ability to use data to drive decisions, manage complex escalations, and oversee high-priority projects simultaneously.
\n\tA kind, proactive leader dedicated to the “dignity of work,” fostering a high-performance collaborative culture while removing mundane tasks for your team.
\n\tThough leader in using automation and integrations to reduce manual workload and drive efficiency.
\n\tProactive and innovative mindset, constantly seeking opportunities to enhance customer service operations.
\n\tFluent in English with exceptional interpersonal skills to influence stakeholders globally. You thrive in fast-paced, international settings.
\n\tKnowledge of relevant software systems and tools used in customer service management.
\n\tIt’s not required to have experience working remotely, but considered a plu<\/p>\n
Key Responsibilities<\/p>\n
\tDefine and execute the global strategic vision for the Payroll Client service experience, ensuring all service initiatives are aligned with broader company goals and scalable for rapid expansion.
\n\tDesign and lead a high-performance, 24\/7 service model that consistently exceeds SLAs and critical KPIs – including CSAT, response, and resolution times – by optimizing resource allocation and delivery channels while ensuring continuous first-line support.
\n\tAct as a thought leader within the organisation, driving innovation, transformation, and best-in-class service delivery across global payroll support services.
\n\tFoster and maintain strong cross-functional collaboration with Payroll Operations, Compliance, Legal, Tax, Implementation, and internal stakeholders to ensure integrated, efficient service delivery and business alignment.
\n\tMaximize operational efficiency by automating manual touchpoints and upskilling the team to handle more complex queries, minimizing Payroll Ops and cross-departmental dependencies.
\n\tPartner with Product and Engineering to translate customer friction into product requirements, directly improving the in-product payroll experience and native self-help features.
\n\tLead and scale a global management team through proactive coaching and mentorship, focusing on developing future leaders and a culture of accountability.
\n\tManage complex customer escalations and perform deep-dive root cause analysis to implement structural preventative measures.
\n\tServe as a partner for Sales and Customer Experience, providing expert-level payroll collateral and participating in prospect meetings.<\/p>\n
Apply Through:<\/p>\n
job-boards.greenhouse.io<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/job-boards.greenhouse.io","_company_name":"","_company_website":"","_company_tagline":"","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[692],"job-categories":[693,757],"job-types":[690],"class_list":{"0":"post-90795","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-nairobi","7":"job-type-remote"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings\/90795","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=90795"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job_listing_region?post=90795"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-categories?post=90795"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-types?post=90795"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}