EOR Implementation Team Lead, AMER

The Team Lead supports a regional team of Implementation Managers (IMs) and Project Managers (PMs), with a focus on process adherence, enablement, and performance monitoring. Acting as the first escalation point for Employer of Record (EOR) clients, this role ensures a consistent, high-quality onboarding experience while supporting the development and growth of the team. This role is critical in bridging day-to-day execution with process improvements and team enablement to strengthen delivery consistency and client satisfaction. What you'll do: Provide coaching and real-time support to IMs and PMs to help them develop their skills and resolve blockers. Lead onboarding and training for new hires. Own the communication and rollout of updates, enhancements, and process changes across the team. Serve as the first escalation point for EOR client issues, resolving them promptly and coordinating internally as needed. Track key implementation metrics such as SLA adherence, ticket aging, and case closures. Drive initiatives to improve performance and outcomes. Ensure team adherence to implementation best practices, documentation standards, and operational procedures. Act as a liaison with key stakeholders in Product, Payroll Operations, Legal, Sales, and RFP teams to unblock issues and advocate for the client experience. What you'll bring: 3–5 years of experience in client onboarding, implementation, or project delivery, preferably in SaaS, HR tech, or EOR Experience mentoring or supporting junior team members, ideally in a team lead or informal leadership role Strong problem-solving and communication skills, with a proactive and client- first mindset Comfortable navigating ambiguity and prioritizing in a fast-paced, cross- functional environment Familiarity with EOR, payroll, global onboarding, or HRIS systems Experience using Salesforce, Jira, or other workflow/ticketing systems Strong understanding of SLAs and service delivery metrics