Papaya Global is a rapidly growing, award-winning B2B tech unicorn with a mission to revolutionize the payroll and payments industry. With over $400M raised from top-tier investors, our innovative technology provides a comprehensive solution for managing global workforces, from hiring and onboarding to managing and paying employees in over 160 countries.
Role Overview:
The Director of Services and Delivery is responsible for leading global service operations for EOR and AOR workforce programs. This role ensures scalable, high-quality client delivery across diverse markets through strategic leadership, process excellence, and continuous innovation. The Director acts as the operational bridge between clients, internal teams, and partners, driving efficiency, standardization, and exceptional service experiences.
Key Responsibilities:
1. Leadership & Team Management
- Lead and develop a global team of EOR Onboarding Managers, Team Leads, and service delivery professionals.
- Define organizational structure, resource allocation, and performance standards to ensure service excellence.
- Foster a culture of accountability, collaboration, and continuous improvement across teams.
2. Service Delivery Excellence
- Oversee end-to-end service delivery for both EOR and AOR programs, ensuring timely and accurate onboarding and support for global workers.
- Establish KPIs and performance dashboards to monitor service quality and operational efficiency.
3. Process Optimization & Innovation
- Design and implement scalable onboarding and client support processes.
- Identify automation and AI-driven opportunities to streamline workflows and enhance operational output.
- Collaborate with internal stakeholders to drive process standardization and reduce manual dependencies.
4. Client Relationship & Escalation Management
- Manage and resolve client escalations with a focus on proactive communication and issue resolution.
- Partner with Client Success and Account Management to ensure alignment on client experience goals.
5. Strategic Collaboration & Reporting
- Partner cross-functionally with Sales, Product, Compliance, and Implementation teams to align service delivery with evolving business and client needs.
- Provide data-driven performance reporting and insights directly to the VP of Operations, ensuring transparency and informed decision-makin
Requirements:
- Strong leadership and people management abilities across global teams
- Deep understanding of EOR/AOR operations and international workforce management
- Proven experience in scaling service delivery operations and building new functions
- Strategic thinking with a hands-on approach to execution
- Excellent stakeholder management and communication skills
- Data-driven mindset with proficiency in performance reporting and process improvement
