Director of Payroll Customer Services

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. This role reports to the VP of Customer Experience.

Key Responsibilities

• Strategic Vision: Define 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.
• Service Delivery Model: Design 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.
• Innovation and Transformation: Act as a thought leader within the organization, driving innovation, transformation, and best-in-class service delivery across global payroll support services.
• Cross-functional Collaboration: Foster and maintain strong collaboration with Payroll Operations, Compliance, Legal, Tax, Implementation, and internal stakeholders to ensure integrated, efficient service delivery and business alignment.
• Operational Efficiency: Maximize operational efficiency by automating manual touchpoints and upskilling the team to handle more complex queries, minimizing Payroll Ops and cross-departmental dependencies.
• Product Advocacy: Partner with Product and Engineering to translate customer friction into product requirements, directly improving the in-product payroll experience and native self-help features.
• Leadership and Mentorship: Lead and scale a global management team through proactive coaching and mentorship, focusing on developing future leaders and a culture of accountability.
• Escalation Management: Manage complex customer escalations and perform deep-dive root cause analysis to implement structural preventative measures.
• Sales Partnership: Serve as a partner for Sales and Customer Experience, providing expert-level payroll collateral and participating in prospect meetings.

Requirements

• Proven Leadership: Experience 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.
• Analytical Mindset: Strong ability to use data to drive decisions, manage complex escalations, and oversee high-priority projects simultaneously.
• People-First Leadership: A kind, proactive leader dedicated to the "dignity of work," fostering a high-performance collaborative culture while removing mundane tasks for your team.
• Tech Savvy: Thought leader in using automation and integrations to reduce manual workload and drive efficiency.
• Interpersonal Skills: Fluent in English with exceptional skills to influence stakeholders globally; thrives in fast-paced, international settings.
• Software Proficiency: Knowledge of relevant software systems and tools used in customer service management.
• Education: BA/BSc/HND qualification.
• Work Preference: Experience working remotely is considered a plus.

How to Apply

Interested and qualified candidates should apply online by visiting the Remote application portal on Greenhouse via the following link: https://www.myjobmag.co.ke/apply-now/1155213.