Strategic Customer Operations Manager

At G-P, our mission is to break down barriers to global business, enabling opportunities for everyone, everywhere. With remote-first and diverse teams all around the world, our people are the key to achieving this mission. That's why we trust our Dream Team members with the flexibility and autonomy to do their best and most innovative work, encourage and support their personal growth and career development, and believe in recognition for a job well done.

The work you'll be a part of here will have a positive impact on people and their work/life possibilities around the world. Our industry-leading SaaS-based Global Employment Platform enables our customers to expand and grow into 180+ countries, creating more opportunities for global success - without requiring entity or subsidiary setup. Beyond the power of our platform, we never forget that behind every hire is a human being. And that brings us to you.

Beyond a competitive compensation and benefits package, what we offer to all employees is the clear and simple promise of Opportunity Made Possible. Come expand your skills in new ways and experience the thrill of impacting the way the world works, today and in the future.

As a **Strategic **Customer Operations Manager,** you will collaborate closely with key stakeholders from HR Operations, Product Operations, and Product Management to understand the organization's needs, evaluate existing processes, and provide feedback on solutions to optimize business operations. This position requires strong communication, attention to detail and analytical abilities, as well as a deep understanding of global HR Operations, business processes and technology.

**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 key stakeholders to identify opportunities focused on driving business value.
- Maintains process integrity and ensures business process model is up-to-date and in line with business needs and market trends.

Supports continuous improvement and innovation in collaboration with business stakeholders such as RPA, AI, etc.

**Process and Performance Management**
- Conduct thorough analysis of existing business processes, systems, and workflows to identify pain points, inefficiencies, and areas for improvement.
- Reviews process performance metrics against benchmarks and guides process improvement initiatives
- Partners with functional leadership to understand the system/process implications of change.
- Provides regular proposals for process transformation and improvement.
- Supports the process for change management to drive the adoption.
- Maintains GPO (Global Process Owner) standard operating procedures.
- Shares best practices by bringing insights to business unit counterparts and positively contributes to a culture of process excellence.
- Contributes to creation and maintaining of comprehensive process documentation including process maps and standard operating procedures, training materials and enablement.

**Enterprise-wide Partnership and Collaboration**
- Partners with Product Management to operationalize defined methodologies into an industry-leading customer experience.
- Works closely with HR Operations, Product Managers & Product Operations on the creation and maintenance of our global knowledgebase including collecting, documenting, auditing, and prioritizing business requirements supporting data sets and considering platform/product roadmap and Operations process priorities.
- Collaborate with stakeholders to elicit, document, and prioritize business requirements for automation initiatives including country and regional-level business requirements at-scale.
- Conduct thorough analysis of existing business processes, systems, and workflows to identify pain points, inefficiencies, and areas for improvement as we automate EOR business.
- Works closely with product teams to define test cases and works with the local SMEs on proper testing of solutions.
- Enables Quality to work across the end-to-end processes to ensure gaps are mitigated and overall improvements are executed to ensure data/system integrity.

**Project Management**
- Supports a portfolio of Customer Success & HR Operations internal projects, including the portfolio, roadmap, and prioritization process.
- Executes against quarterly and annual operational plans.

**What we are looking for**:

- 4+ years of operational excellence experience within an HR, customer service, strategy, consulting, or product management role.
- A clear understanding of how G-P HR operations works in support of global professionals.
- Experience with tech Product Development Process (e.g., UX/UI design; business requirements; Agile)
- Experience supporting large scale transformational programs including foundational system infrastructure (SFDC, etc.) required.
- Experience working