Job Title: Operations Specialist, International
Reports to: Operations Manager, International
Schedule: Core Business Hours
Description:
The International Operations Specialist supports day-to-day execution of global delivery operations with a focus on compliance, coordination, and operational accuracy. This role is responsible for maintaining global delivery artifacts, supporting Employer of Record (EOR) workflows, tracking international resource lifecycles, and serving as a primary operational point of contact between field teams and EOR partners. The Specialist follows established governance, routing escalations and strategic decisions to management as needed
Essential Job Functions:
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required.
Duties and Responsibilities:
- Maintain the no-go country list and supporting documentation based on approved inputs from
- Legal, Compliance, and Global Delivery leadership.
- Update and maintain global delivery process documentation as changes are approved
- Support facilitation of exception requests for intercompany international placements by gathering required data, documentation, and approvals
- Support field communications related to Rules of Engagement (ROE) for global delivery, escalating interpretation questions as needed
- Serve as an operational point of contact between field teams and EOR partners for routine questions and updates.
- Participate in and support weekly check-ins and cadence calls with EOR vendors
- Track onboarding status, payroll changes, operational issues with EORs and route escalations to the Manager
- Support onboarding coordination for Highspring international entities, ensuring required information, documentation, and stakeholder updates are captured and routed appropriately.
- Escalate EOR compliance activities to Operations Manager, International to work with Legal, Finance, and Tax teams for support
- Track and facilitate the onboarding and offboarding of international resources across EOR and intercompany models
- Maintain an accurate international resource roster.
- Answer and route field inquiries related to international placements and delivery models.
- Produce and validate headcount reporting by country, reconciling data across systems and EOR vendors.
- Track and maintain EOR lifecycle metrics, including onboarding time, contract duration, extensions, conversions, and exits.
- Support the publishing of standard metrics and operational dashboards.
- Support invoice processing for international vendors and review for accuracy prior to Finance submission.
- Assist with pricing requests for international EOR resources, providing inputs to FP&A for margin analysis.
- Manage and respond to Zendesk tickets related to international and international intercompany delivery questions, routing as appropriate.
- Identify opportunities for process optimization and operational improvements within global delivery workflows.
- Support documentation of best practices and standard operating procedures.
The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time. Reasonable accommodation(s) may be made to enable qualified individuals with disabilities to perform the essential functions.
Desired Competencies:
- Accountability - Holding self and others accountable to meet commitments.
- Business Insight - Applies knowledge of business and the marketplace to advance the organization's goals
- Collaborative - Partners and connects with others to achieve shared goals or objectives, seeking input and inspiring others to value the same, building trust with each collaborative interaction
- Communicates Effectively - Develops and delivers written and verbal communication that conveys clear understanding of different audiences and their levels of comprehension. Active listener to ensure clear understanding
- Fosters Innovation - Embraces an open-minded curiosity when approached with new ideas and supports workforce optimization
- Planning Forethought and Alignment - Plans and prioritizes work to meet commitments aligned with organizational goals
Education and Experience:
- Bachelor's degree in Business, Operations, HR, or a related field (or equivalent experience).
- Experience in operations coordination, global delivery, HR operations, or vendor support.
- Strong organizational skills with attention to detail and data accuracy.
- Ability to manage multiple workflows and stakeholders in a regulated environment.
- Clear written and verbal communication skills
Location: Remote
Travel Requirements: Less than 5% (almost no travel)
Physical Demands: The physical demands described are representative of those that must be met by an
employee to successfully perform the essential functions of this position:
Frequent: Sitting, walking, eye/hand/foot coordination and repetitive motion.
Occasional: Standing and bending.
Infrequent: Lifting up to 10 pounds.