Senior Director – Global Shared Services

Location: Ireland (Remote-First)

Annual gross fixed pay range: €156,000–€195,000, plus eligible annual bonus.

Company

hirify.global provides a SaaS-based global employment platform that helps organizations hire, onboard, and manage teams across more than 180 countries.

What you will do

• Lead the strategic transformation, automation, and scaling of global shared services across EOR, Contractor, and GIA products.
• Re-architect 24/7 Tier 1 support and Tier 2 regional lifecycle support to improve ticket deflection and customer satisfaction.
• Partner with Product and Engineering to convert customer friction into AI-driven features, platform improvements, and automated self-service workflows.
• Own customer activation, onboarding, and implementation across all product lines.
• Use workforce telemetry and service desk analytics to forecast capacity, optimize regional coverage, and manage operational SLAs.
• Build segmented customer support models, resolve executive escalations, align cross-functional operations, and develop global operational leaders.

Requirements

• 12+ years of progressive leadership experience in global shared services, technical customer support, customer onboarding, or operations management within SaaS or technology environments.
• Experience leading customer onboarding, technical implementations, scaled customer enablement programs, and multi-tier technical support organizations.
• Hands-on experience with AI, data, and automation tools such as Databricks, Salesforce, Cursor, or N8N.
• Experience partnering with Product and Engineering teams to drive platform roadmap features and automated workflows.
• Advanced expertise in capacity planning, service desk analytics, SLA tracking, and process improvement.
• Experience leading multi-region 24/7 teams, developing managers, and managing SMB and enterprise escalations.

Nice to have

• Leadership experience in Employer of Record, HR technology, global mobility, immigration, or contractor management.
• Understanding of global HR frameworks, international labor operations, and multi-jurisdiction compliance.
• Lean or Six Sigma experience.

Culture & Benefits

• Remote-first work environment with flexibility and distributed global teams.
• Paid parental leave and flexible time off.
• Medical, dental, and vision insurance, plus spending accounts.
• Sabbatical available after five years.
• Eligible annual bonus for non-sales roles and additional employee support programs.