Papaya Global is a rapidly growing, award-winning B2B tech unicorn revolutionizing the payroll, EOR and payments industry. With over $400M raised from top-tier investors, we offer an innovative, comprehensive solution for managing global workforces, spanning from hiring and onboarding to managing and paying employees in over 160 countries.
The Head of AMER - Operations is responsible for overseeing and managing the operations for the AMER region, specifically focusing on our Payroll and Employer of Record (EOR) service verticals. This leadership role entails direct oversight of team leads managing Payroll and Service Delivery teams across the region, ensuring top-tier service delivery, operational efficiency, and client satisfaction. You will play a key part in scaling our service delivery processes, driving performance, and developing a high-performing team to support Papaya's strategic goals.
This individual must have extensive knowledge in payroll operations, strong HR process experience, and a proven track record of managing complex operational teams at scale.
Key Responsibilities:
Leadership & Team Management:
Lead the AMER Payroll and Service Delivery teams, with direct management responsibility over the Team Leads for these verticals.
Provide mentorship and guidance to Team Leads, helping them to further develop their managerial skills and service delivery capabilities.
Ensure smooth coordination between Payroll and EOR teams to optimize efficiency and resolve cross-functional challenges.
Build and foster a culture of accountability, continuous improvement, and excellence in service delivery.
Operational Excellence:
Drive operational strategies that improve efficiency, quality, and scalability across Payroll and EOR services in the AMER region.
Optimize workflows to ensure timely, accurate, and compliant payroll and EOR service delivery.
Ensure adherence to internal SLAs and KPIs, continuously improving performance metrics.
Service Delivery & Client Success:
Act as a key point of escalation for complex service delivery issues, using strategic problem-solving skills to ensure client satisfaction and resolution of challenges.
Partner with Account Management, Implementation and data teams to deliver seamless support and solutions to clients.
Ensure client health and satisfaction by working with internal teams to resolve issues, deliver timely responses, and maintain exceptional service standards.
Cross-Functional Collaboration:
Work closely with global operations, HR, legal, and compliance teams to ensure that AMER region operations are aligned with company-wide initiatives and regulatory requirements.
Collaborate with product and engineering teams to ensure the operational needs of Payroll and EOR services are met and that systems are optimized for efficiency and compliance.
Strategic Initiatives & Process Improvement:
Identify opportunities for automation and process improvement within payroll and service delivery to enhance scalability and efficiency.
Lead key operational projects and initiatives within the AMER region, contributing to the global strategy.
Develop and implement new processes and frameworks to manage regional and cross-border complexities within payroll and EOR operations.
Why Papaya Global?
Be part of a cutting-edge, rapidly growing global company revolutionizing the payroll and workforce management industry.
Leadership role with the opportunity to impact company growth and scalability across the AMER region.
Collaborative and dynamic work environment, with opportunities for career growth and development.
Apply now to join Papaya Global as the Head of AMER - Operations and lead our growing operations team toward continued success in payroll and EOR service delivery.
Requirements:
10+ years of experience in operations, with a strong focus on payroll and HR services.
Minimum of 5+ years in a leadership role overseeing teams of 15 or more across different functions or regions.
In-depth payroll expertise, with a strong understanding of payroll systems, and global payroll compliance.
Experience managing Employer of Record (EOR) services or similar HR outsourcing models.
Exceptional leadership and communication skills, with the ability to inspire and develop high-performing teams.
Proven experience in driving operational excellence and process improvement in a fast-paced, global environment.
Strong project management skills with the ability to prioritize and execute multiple initiatives simultaneously.
Customer-centric mindset with a proven ability to manage escalations and deliver exceptional client service.
Ability to work collaboratively in an international, remote environment with multiple stakeholders.
Fluent in English; additional language proficiency is a plus.