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 Australia. In this senior leadership role, you will shape and lead a global payroll customer services organization, delivering exceptional service experiences across a fully remote, international environment. You will define and execute strategic initiatives to ensure seamless, compliant, and scalable payroll support worldwide. Partnering closely with cross-functional teams, you will drive innovation, automation, and continuous improvement to enhance both customer satisfaction and operational efficiency. Your leadership will directly impact service quality, team performance, and business growth. This position offers high visibility, broad influence, and significant ownership. It is a unique opportunity to build world-class service operations at global scale. Accountabilities

• Define and execute the global strategy for payroll customer services, ensuring alignment with business objectives and scalable growth
• Lead and develop a high-performing, 24/7 global support organization focused on exceeding SLAs, KPIs, and customer satisfaction targets
• Drive operational excellence through automation, process optimization, and service model innovation
• Partner closely with payroll operations, compliance, legal, tax, implementation, product, and engineering teams to deliver seamless end-to-end services
• Translate customer insights and service challenges into product and process improvements
• Lead complex customer escalations, perform root-cause analysis, and implement preventative solutions
• Build, coach, and mentor a global leadership team, fostering a culture of accountability, collaboration, and continuous learning
• Provide expert-level support to sales and customer experience teams, including participation in strategic client engagements

Requirements

• Proven leadership experience managing and scaling global service or operations teams, ideally in payroll, HR, or fintech environments
• Strong strategic and operational mindset with a track record of driving customer experience improvements
• Advanced analytical skills with the ability to manage complex projects, escalations, and performance metrics
• Experience implementing automation, integrations, and scalable service delivery models
• Exceptional communication, stakeholder management, and leadership skills in international, fast-paced settings
• Fluent in English, with the ability to influence and collaborate across diverse cultures and functions
• Familiarity with customer service management platforms and operational tools
• Experience working in a remote-first or distributed organization is a strong plus

Benefits

• Competitive salary package based on experience, role scope, and geographic location, with performance-based incentives
• Fully remote work model with flexible working hours and asynchronous collaboration
• Flexible paid time off and strong focus on work-life balance
• 16 weeks of fully paid parental leave
• Comprehensive mental health and wellness support services
• Equity or stock option plans
• Learning and professional development budget
• Home office setup budget and IT equipment
• Budget for local team events or co-working spaces

Why Apply Through Jobgether? We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.