Vice President of Global Customer Solutions and Shared Services

Velocity Global • Palo Alto, CA

322d • $212,000 - $300,000 • Hybrid

About The Position

Velocity Global offers the most unified, tech-enabled, and customer service-driven global workforce management, ensuring smooth, reliable operations across countries, roles, and workforce types so businesses can navigate complexity with confidence, deliver strong results, and stay ahead. We help you expand your business into new markets without the complexity of setting up entities. We hire, pay, and manage your workforce across 185+ countries with our AI-powered global Workforce Technology platform. We are seeking a dynamic Vice President of Global Customer Solutions and Shared Services to join our leadership team. This is a unique opportunity to collaborate with key global stakeholders and drive the vision and strategy for Operations at scale. In this role, you will oversee critical operational areas, including global benefits, global immigration services, our global delivery center, internal and customer-facing training, as well as L1 and L2 support functions. You will be tasked with evaluating and driving improvements to service delivery models, ensuring seamless execution in both day-to-day operations and transformational initiatives. The position requires leading a team of experts familiar with the local requirements across 185+ countries, dedicated to servicing our global customer base. This is a hybrid role that will require you to be onsite at our Palo Alto, CA office a few times a week. Candidates MUST be local to the Palo Alto, CA area to be considered. The Vice President of Global Customer Solutions and Shared Services will report directly to the Chief Operating Officer.

Requirements

• A proven track record in customer operations management with an understanding of market dynamics and operational strategy.
• 15+ years of business experience (international business preferred), including 10+ years within a client services division.
• 10+ years of experience leading teams, developing people and processes.
• Extensive experience leading shared services organizations, with a focus on both operational excellence and customer satisfaction.
• An ability to innovate and implement unique solutions that address complex operational challenges.
• A strong strategic, analytical, and metric-driven mindset, with the ability to interpret data to drive business decisions.
• A proven ability to lead, inspire, and collaborate effectively with both internal and external stakeholders.
• A bachelor's degree in a related field, or equivalent work experience.

Responsibilities

• Collaborate with Client Experience, Employee Experience, Payroll, Finance, and other internal teams to provide high-quality service support to both global teams and customers.
• Develop and implement organizational strategies that drive operational excellence, ensuring both optimal cost efficiency and high customer satisfaction.
• Lead talent planning and development efforts, including hiring, coaching, and managing a high-performing team that aligns with company goals.
• Champion the customer perspective, fostering a customer-centric culture across operations to continually enhance the customer experience.
• Drive continuous improvement by working closely with functional leaders to streamline processes and improve organizational efficiencies.
• Oversee and achieve key performance indicators (KPIs) across five critical operational functions: Global Benefits Operations, Global Immigration Operations, Global Delivery Center (Shared Services), Customer Education and Internal Training, L1 and L2 Support.

Benefits

• Flexible Time Off + Parental Leave
• Health and Dental Insurance (where applicable)
• Retirement Savings + Employee Incentive Plan
• WFH Stipend

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree