VP Operations Americas

Operations
New York
Management
Full-time
Description

Papaya Global provides global workforce management solutions to companies operating in 140+ countries. Through our innovative technology, we allow our customers to manage their global payrolls, EoRs, and independent contractors in an efficient, secure, compliant, and cost-effective manner.

Reporting to the SVP of Global Operations, the Vice President of Operations – Americas, you will serve as a senior member of the broader Global Operations team, helping design the future of Customer Success and Operations at Papaya. This position requires a person that is highly collaborative and innovative with a track record of relentless and effective execution and is excited to tackle some of Ptapaya’s most challenging opportunities for improving the customer experience. 

  • Manage the growing team of Customer Success Managers, CS Operations and Payroll Experts in the Americas.
  • Architect deployment of the teams’ resources to align with customer segments, deliver customer value and on-going capacity planning that will scale with growth projections.
  • Drive customer success outcomes including increasing renewal rates, product adoption, expansion and advocacy while reducing churn.
  • Act as a point of escalation in customer issues and cascade all customer feedback and inputs to internal teams.
  • Attract and manage best-in-industry talent, fostering collaboration across the team, identifying development, learning opportunities, and coaching team members to uncover their highest potential.
  • Provide guidance on organizational strategy, scorecards, and metric design. Establish reporting and KPI review cadence.
  • Identify, develop, and implement processes and procedures that drive the effective and efficient operation of the team as well as ensure Papaya’s customers are receiving world class service.
  • Partner with leadership on action plans and root cause analysis for performance opportunities, including follow up and measurement of plan execution.
  • Work closely with leadership to define and continuously identify top strategic priorities and how to best execute/drive continuous improvement
  • Implement and enhance enabling technologies, across the Customer Success and Operations teams. 


Requirements
  • Bachelor’s degree and at least 7 years’ experience leading customer success teams, ideally in a global organization.
  • An obsession with customer-experience and a clear understanding of its impact on a business.
  • Experience supporting implementation and on-going support of technical SaaS solutions, preferably in the Payroll/HR/EoR space
  • Excellent communication skills (both written and oral) as well as interpersonal and relationship building skills.
  • Highly analytical and must be results-oriented with a strong foundation of integrity.
  • Proven success building highly engaged, high-performing teams that everyone wants to be a part of
  • Experience managing dispersed and/or remote teams

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