Strategic Customer Operations Manager

About G-P

Globalization Partners makes it fast and easy for companies to hire anyone, anywhere, within minutes, without setting up subsidiaries - via the Company’s legally compliant SaaS Employer of Record platform and AI-powered guided user experience. Customers find the talent, and Globalization Partners puts the candidate on their fully compliant, in-country payroll. This enables companies to expand into almost any country around the globe – quickly and easily. Complemented by the Company’s world-class global HR and legal teams, managing a global remote workforce has never been easier.

Globalization Partners’ platform enables customers to leapfrog over the legal, HR and tax complexities without having to figure out "how" to do business in a foreign country, while getting all the benefits of a global team.

Leading global analyst firms have identified Globalization Partners as the leader in the overall market segment for Global Employer of Record Services. This market segment reflects Globalization Partners’ overall ability to meet future client requirements as well as delivering immediate benefits to its global EoR services clients. Leaders are vendors that exhibit both a high capability relative to their peers to deliver immediate benefit and a high capability relative to their peers to meet future client requirements.

Globalization Partners is positioned for rapid growth to meet ongoing market demand. With approximately 450 global, internal employees today across over 80 locations, the company is adding approximately 150 new team members on a monthly basis. Externally, Globalization Partners expects to provide a network of approximately 20,000 global professionals to companies around the world by the end of 2022 and over 50,000 by the end of 2023.

What you can expect to do:

Global Business Process Owner - Strategic Activities Management

• Connects business strategy and goals to end-to-end processes.
• Aligns diverse stakeholders across end-to-end processes.
• Works with business and service providers to identify opportunities for value acceleration.
• Maintains process integrity and contributes to business process model been up-to-date and in line with business needs and market trends.
• Drives continuous improvement and innovation culture in collaboration with business such as RPA, AI, etc.

Process and Performance Management

• Reviews process performance metrics against benchmarks and guide process improvement initiatives
• Provides guidance and advice to functional leadership on the system/process implications of change.
• Takes an initiative-taking role in understanding the processes to ensure process alignment across business and functional teams.
• Provides regular proposals for process transformation and improvement based on knowledge.
• Oversees the process for change management to drive the adoption.
• Maintains GPO (Global Process Owner) standard operating procedures.
• Share best practices by bringing insights to business unit counterparts and positively contribute to a culture of process excellence.
• Contributes to process documentation, training materials including governance.

Enterprise-wide Partnership and Collaboration

• Work closely with Customer Success Leadership Team to positively impact productivity, streamline key organizational changes, create leadership alignment, and define and accelerate process improvements to enable vision and strategy.
• Partner with Product Management to operationalize defined methodologies into an industry-leading customer experience across the CS functions from sales to implementation to ongoing optimization and growth.
• Enable Quality to work across the end-to-end processes to ensure gaps are mitigated and overall improvements are executed to ensure data/system integrity.
• Align with IT organization to suggest optimizing the tech stack of tools and applications owning the Customer Success business requirements.

Project Management

• Manage a portfolio of Customer Success & HR Operations internal projects, managing the portfolio to a roadmap and a prioritization process.

What we are looking for:

• 6+ years of operational excellence experience within a customer service, strategy, consulting, or product management role.
• Experience leading large scale transformation programs including foundational system infrastructure (SFDC, etc.) required.
• Experience working in enterprise B2B SaaS environment at a global scale required.
• Bachelor’s degree; master’s degree a plus in Business Management, or related field.
• Self-motivated with the ability to own and drive initiatives to completion; capable of taking full ownership over their work when required.
• Best-in-class people skills, with the ability to quickly build rapport and establish trust and understanding of customers, professionals, global partners, and cross-functional teams at G-P; natural ability to leverage relationships to drive growth.
• Best-in-class communication and presentation skills; able to communicate with all levels effortlessly and effectively and with demonstrable experience in influencing C-level executives; outstanding listener and empathetic.
• Has an unwavering business perspective when assessing situations and making decisions, with exceptional ability to understand how those decisions will impact the customer objectives.
• Detailed practical knowledge of end-to-end processes in the value streams.
• Demonstrated an ability to drive continuous improvement and innovation.
• Strong influencing skills (e.g., able to influence stakeholders about the key changes required in line with business needs).

The annual gross base salary range for this position is $126,400 to $158,000. Actual compensation for this position may vary and will depend on multiple factors including relevant qualifications, experience, education and geographic location. This position is also eligible for an annual bonus dependent on various factors, including and without limitation, individual and company performance in addition to base salary.

G-P values its employees and offers excellent benefits and perks including generous paid parental leave, flexible time off, flexible spending accounts, medical Insurance, dental Insurance, vision Insurance, 401k, and sabbatical after 5 years of service.

We will consider for employment all qualified applicants, including those with arrest records, conviction records, or other criminal histories, in a manner consistent with the requirements of any applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York City Fair Chance Act.

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