Operations Training Lead - Client Experience

Published date Posted on Indeed on May 14, 2022 (2 d ago)



Velocity Global is one of the fastest-growing companies in the world and hands down one of the greatest places to work from anywhere. We accelerate the future of work beyond borders. Our global work platform simplifies the employer and employee experience through cloud-based workforce management technology, personalized expertise, and unmatched scale. As the largest global Employer of Record (also known as International PEO) in 185 countries and all 50 United States, more than 1,000 brands rely on Velocity Global to build global teams without the cost or complexity of setting up foreign legal entities or state registrations. The company offers additional services including Independent Contractor Compliance to assess a workforce, and Agent of Record (AoR) to streamline payments to contractors. Velocity Global was named a “Leader” in Global Employer of Record services by prominent analyst firm NelsonHall. Founded in 2014, we have hundreds of employees across five continents.


We are looking for an Operational Training Lead to join our growing Employer of Record team and partner closely with the Operational Excellence (OpEX) team. This role will be instrumental in driving a consistent, high standard of customer service in Operations. This individual will report to the VP of EOR and will partner closely with team members and leaders in OpEx.

In this role will be the ‘go-to’ person within the EOR department or function for questions and solutions all while accurately representing the functions’ and stakeholders’ needs. This role will be able to clearly explain the EOR area of expertise; not only answer how things are done but why. The candidate has a strong bias for action, be a thoughtful, creative thinker who gets things done in an ever-changing work environment.


  • Serve as a team’s subject matter expert and a liaison between Operations and Operational Excellence (OpEx).
  • Service as a key point of contact for process optimization activities including process mapping, value stream analysis, process documentation and change management activities.
  • Assist in facilitating on-the-job training, rollouts of new technology and processes to drive 100% adoption; On the job training includes: Zendesk (case management), CXP, HelpJuice, Docusign
  • Ensure team members have the necessary knowledge, skills and abilities by providing training
  • Provide input into and execute user documentation and training materials.
  • Conduct and coach team members by conducting Business Excellence Reviews on a regularly scheduled basis.
  • Ensuring compliance with standard processes and service level expectations are understood and adopted
  • Coaching and support for EOR team members through onboarding and/or on demand training as required
  • Validate the requirements and deliverables that describe the product(s) and service(s) that your team delivers to its stakeholders.
  • Document standard operating procedures relating to new features from the product, new EOR processes that will be required for successful on the job requirements
  • Test the product(s) and service(s) towards the end of the project/program (user acceptance testing), use and evaluate it for accuracy and usability, and provide feedback to the project team.
  • Provide leaders with data insights to drive prioritization of improvements and ongoing training.
  • Obtain or provide approval for changes involving process optimization, ops training and development, knowledge enhancements, and product operations solutions.
  • Coach team members on client escalation resolution.
  • Serve a small book of business (clients or employees).
  • Assist with providing coverage for other team members within their function.
  • Provide a report out to EOR leadership on KPIs and success rates of the overall training program.
  • Work to design a training academy to allow for groups of new hires to be trained on a regular cycle to allow for the business to scale in a routine manner.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Bachelor’s degree or equivalent work experience required; Master’s degree a plus
  • 4+ years of experience in client account management, 2+ years of Human Resources experience preferred
  • Must have an in depth understanding of payroll process, including how inputs affect output
  • Must be able to understand and implement client MSAs/SOWs as it relates to client service (onboarding calendar, payroll calendar)
  • Research-oriented, exceptional organizational skills and attention to detail
  • Competencies in international employment and payroll a must
  • Ability to quickly assimilate information; with operations across 185+ countries there is a lot to learn
  • Excellent presentation, verbal and written communication, listening, and consultative skills
  • Technology driven.
  • Strong consultative customer service and project management style
  • Drive, strong work ethic, and a passion for creating unparalleled customer experiences…it should be in your bones
  • Interest in and a passion for international business and contributing at a consistently high level
  • Foreign language skills are a plus


Velocity - Exceeding expectations of our customers, colleagues, and ourselves by delivering swift and effective results.
Integrity - Doing right by our customers, colleagues, and ourselves through honest and ethical actions.
Be Bold - Daring to take risks, learn, and grow to benefit our customers, colleagues, and ourselves.
Empowerment - Owning our decisions and being accountable for the impact we have on our customers, colleagues, and ourselves.
Service - Supporting our customers, colleagues, and ourselves with respect and empathy.

We have a passion for all things international business and thrive in a fast-paced, high-growth environment. If you want to work for a professional, global, inclusive, and innovative company, we’d love to meet you!

At Velocity Global, we value inclusion and belonging. We encourage applications from all qualified candidates regardless of age, ancestry, race, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws. If you have a disability or special need that requires accommodation, please contact us at TalentAcquisition@VelocityGlobal.com


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WHAT WE DO & WHO WE DO IT FOR?We empower tens of thousands of employees worldwide to work anywhere in the world.Velocity Global is a cloud-based, workforce management and payment platform that makes it possible for employees and contractors, like you,.

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