Soma Capital Portfolio Jobs

Operational Lead, Global Service Center

Deel

Deel

Remote
Posted on Friday, May 31, 2024

Who we are is what we do.

Deel and our family of growing companies are made up of global teams dedicated to helping businesses hire anyone, anywhere, easily.

The team comprises over three thousand self-driven individuals spanning over 100 countries, and our unified yet diverse culture keeps us continually learning and innovating the platform and products for customers.

Companies should be able to hire the best talent anywhere in the world, so we are building the best platform to make that a reality. Our market-leading technology, expertise, and global team are crucial to the platform’s success. We deliver the best products and features in our space, enabling millions of jobs worldwide and connecting the global workforce with the best companies and opportunities.

Why should you be part of our success story?

A 30-mile hiring radius should no longer dictate how companies hire because exceptional talent lives everywhere. Deel sees a world without hiring borders and endless talent that pairs perfect candidates with great companies.

We offer global teams all the tools they need to hire, onboard, manage, pay, and scale at full speed. We aim to foster a diverse global economy by building a generational platform that seamlessly connects companies with talent worldwide.

After our successful Series D in 2021, we raised another $50M in 2023, doubling our valuation to $12B. There’s never been a more exciting time to join Deel — the international payroll and compliance market leader.

We’re looking for a skilled Operations Lead to manage wide operations team (up to 50 employees, including several Team Leads) and collaborate with product teams.

This role is about developing a firm foundation for our operations and continuing to innovate on ways to scale it quickly and effortlessly. We want you to focus particularly on our customer satisfaction and process compliance in this role by finding a balance between consistency and positive experiences for all our customers.

In addition, this role will be assisting in building out the function globally. You’ll need to combine a sharp eye and discipline for delivery with a creative and process-driven mindset to seek out and solve some of our most complex global challenges.

Responsibilities:

  • You'll be responsible for the day-to-day management of various Teams (Team Leads, Onboarding and Mobility Analysts)

  • Daily, weekly, monthly, and quarterly operations KPI review and management

  • Develop a process for improving customer faced processes without sacrificing quality parameters

  • Help build and implement processes and standards for delivery through the global network

  • Demonstrate excellent business analytics to perform root cause analysis activities

  • Under minimal supervision, provide direction for multiple, complex and related projects to maximise overall benefit and alignment to strategic program objectives.

  • Responsibility for managing the performance of Team Leads, coach and mentor them to reach their potential, always leading by example.

  • Ensure correct implementation of staff training, quality assurance, development and performance programs in conjunction with Training Leads and Operational Manager.

  • Drive continuous process Improvement and improve problem resolution times.

Requirements:

  • Experience in managing up to 30-50 employees (including Team Leads/Managers)

  • Previous business experience in Customer Support / Complaints/ BPO area would be beneficial

  • Experience running projects, performing informal or acting leadership roles

  • Strong coaching and mentoring skills

  • Leadership skills with a creative, confident and motivational approach

  • Excellent communication, reading comprehension, and writing skills

  • Demonstrated ability and commitment to go “Above and Beyond” the daily expectations of role duties when required

  • History of taking ownership and driving results

  • Excellent technical and analytical aptitude

  • Strong presentation and excellent communication skills

  • Self-driven and ability to work in a fast-paced and evolving environment

  • You can break complex problems into smaller ones and enjoy working with data to facilitate your work using such tools as SQL and Google Spreadsheets

  • You can make a good business case and convince people to help you execute

  • Queue, spike and Backlog managements

  • Ability to handle multiple priorities and meet deadlines in stressful situations

  • Some international travel required

  • MBA or graduate degree preferred

Total Rewards

Our workforce deserves fair and competitive pay that meets them where they are. With scalable benefits, rewards, and perks, our total rewards programs reflect our commitment to inclusivity and access for all.

Some things you’ll enjoy

  • Provided computer equipment tailored to your role

  • Stock grant opportunities dependent on your role, employment status and location

  • Additional perks and benefits based on your employment status and country

  • The flexibility of remote work, including WeWork access where available

At Deel, we’re an equal-opportunity employer that values diversity and positively encourage applications from suitably qualified and eligible candidates regardless of race, religion, sex, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, pregnancy or maternity or other applicable legally protected characteristics.

Unless otherwise agreed, we will communicate with job applicants using Deel-specific emails, which include @deel.com and other acquired company emails like @payspace.com and @paygroup.com. You can view the most up-to-date job listings at Deel by visiting our careers page.