Director of Payroll Customer Services

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Director of Payroll Customer Services in Singapore.

In this role, you will lead a global payroll customer services organization, shaping the strategy, structure, and delivery of world class support across multiple regions. You will oversee end to end service operations, ensuring seamless, compliant, and high quality payroll experiences for customers and internal stakeholders alike. Working closely with cross functional partners, you will drive innovation, operational excellence, and continuous improvement at scale. You will build and mentor high performing teams, champion automation, and transform complex processes into efficient, customer centric solutions. This position offers a unique opportunity to influence business outcomes, elevate service standards, and contribute to global growth. The environment is fast paced, international, and fully remote, offering high autonomy, strategic ownership, and meaningful impact.

• Define and execute the global strategy for payroll customer services, ensuring alignment with business objectives and long term scalability
• Design and lead a high performance, 24/7 service model that consistently exceeds service level agreements and customer satisfaction targets
• Build, lead, and develop a global management team, fostering a culture of accountability, collaboration, and continuous improvement
• Drive operational efficiency through automation, process optimization, and strategic use of technology and integrations
• Partner closely with payroll operations, compliance, legal, tax, implementation, product, and engineering teams to deliver seamless end to end service
• Translate customer feedback and service insights into product and process enhancements
• Lead complex customer escalations, perform root cause analysis, and implement preventative improvements
• Establish performance metrics, reporting frameworks, and data driven decision making practices
• Act as a strategic advisor to sales and customer experience teams, supporting growth initiatives and customer engagements

• Proven leadership experience managing and scaling global customer service or payroll operations in complex, fast growing environments
• Strong background in payroll, HR services, or related operational domains, with exposure to compliance and regulatory frameworks
• Highly analytical mindset with the ability to leverage data to guide strategy, prioritize initiatives, and manage high impact projects
• Demonstrated experience driving automation, systems integration, and service transformation initiatives
• Exceptional people leadership skills, with a collaborative, empathetic, and performance driven management style
• Strong stakeholder management and communication abilities, with fluency in written and spoken English
• Experience working in remote or globally distributed organizations is a strong advantage
• Proficiency with customer service management platforms, analytics tools, and operational systems

• Competitive salary package aligned with global market standards
• Fully remote role with flexible working hours
• Flexible paid time off
• 16 weeks of paid parental leave
• Comprehensive mental health and wellbeing support
• Stock options
• Learning and professional development budget
• Home office setup budget and IT equipment
• Budget for coworking spaces and local in person team events