Senior Director of Global Operations - San Diego - TCWGlobal

    TCWGlobal
    TCWGlobal San Diego

    3 days ago

    Description
    Title: Senior Director of Global Account Management
    Category: Full-Time
    Status: Salary Exempt
    Reports to: CCO
    Pay Range: $100, ,000 annually
    Start Date: ASAP
    Position Summary
    TCWGlobal has been named "Best Place to Work" by the San Diego Tribune 11 times. Why? Because we create an environment where excellence meets enjoyment, and purpose meets growth.
    We offer perks that make work life better-a beautiful campus with flexible workspaces, a full onsite gym with lounges, massage rooms, an onsite restaurant, plus chef-prepared meals. In addition, your passion for making a difference matters here. We'll match your charitable gifts up to $5,000 and give you 16 paid hours to volunteer for causes close to your heart. We believe that when we help our community thrive, we all grow stronger.
    We are a team of experienced HR professionals offering payrolling, staffing, pre-screening, international services, and overall HR-related solutions for our clients' contingent workforces. Our dedication to customer service and focus on utilizing technology for streamlining processes is our core philosophy.
    If you're ready to join a team of unstoppable go-getters, a company culture that encourages growth and connectedness, and an organization that truly cares about its employees and the world, then TCWGlobal is the place for you
    We are seeking a Senior Director of Global Account Management to own and lead our global operations and customer success strategy end-to-end. This role is accountable for the performance of our Global Account Management function, International Operations, and the metrics that define successful customer service levels for both our contingent workers and clients.
    This leader will operate as a strategic partner to Sales Leadership, Client Relations, Payroll, Compliance, and Executive Leadership, ensuring operational excellence directly supports revenue growth, client retention, scalability, and world-class service delivery. The Senior Director will partner with the CEO to set the vision, build durable and efficient operating structures and processes, and lead through data - while maintaining a people-first and high-engagement culture,
    This role is ideal for a leader who is ready to broaden their impact, take ownership of critical outcomes, manage all operational escalations, and influence teams beyond their immediate scope. If you are someone who thrives on building people, systems, and processes that scale, this is a role where you can stretch your capabilities while shaping the future of TCWGlobal's customer & client experience.
    Key Responsibilities

    • Own and lead global operations for client and customer success, including domestic and international teams

    • Define and execute strategies that support sustainable growth, operational efficiency, compliance alignment, and service excellence

    • Establish, monitor, and continuously improve KPIs related to client satisfaction, retention, scalability, automation wins, and overall performance for the department

    • Serve as a strategic partner to Sales Leadership, Client Relations, Compliance, Payroll, and Executive Leadership to align operational readiness with revenue growth and client commitments

    • Lead, mentor, and develop high-performing leaders and teams, fostering accountability, engagement, and professional growth

    • Oversee complex client matters and ensure thoughtful, solutions-oriented resolution

    • Manage escalations independently with proper executive team visibility

    • Evaluate and improve the end-to-end client lifecycle to drive consistency, value, and long-term partnership strength

    • Drive process optimization, automation, and technology adoption to increase productivity and reduce manual effort

    • Build scalable, well-documented processes and systems that support long-term business growth

    • Maintain a strong understanding of compliance considerations impacting global operations and service delivery

    • Champion cross-functional collaboration and identify strategic opportunities to elevate both the business and client experience

    • Model accountable leadership presence, even outside of core working hours, to drive results and support the organization as needed

    • Demonstrate independent decision-making and a growth mindset while empowering teams to operate resourcefully
    Qualifications & Skills
    • 8+ years of progressive leadership experience in operations, client success, HR services, payroll, or related fields
    • Proven success leading global or multi-regional teams in complex, service-driven environments
    • Demonstrated ownership of operational metrics tied to client success, retention, efficiency, and growth
    • Strong ability to collaborate cross-functionally and partner effectively with Sales and Executive Leadership
    • Bachelor's degree preferred
    • Solid understanding of payroll, timekeeping, benefits, compliance, and HR service delivery models
    • Highly analytical and data-driven, with the ability to turn insights into action
    • Independent, resourceful leader who takes initiative while leveraging the right partners and tools
    • Exceptional communication, leadership presence, and stakeholder management skills
    • Organized, thoughtful operator with a passion for building scalable, sustainable processes
    • Excited by opportunities to stretch into new challenges, mentor others, and influence at the organizational level
    Salary & Benefits
    This position offers full-time benefits, including a comprehensive benefits package. Salary will be commensurate with education and experience.
    Additional compensation may be earned by exceeding sales and service goals.
    Application Information
    Visit learn more about our amazing team
    TCWGlobal is an equal opportunity employer. We do not discriminate based on age, ethnicity, gender, nationality, religious belief or sexual orientation.
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