WHO WE ARE:

Flywire is a global payments enablement and software company, delivering high-stakes, high-value payments across the global education, healthcare, travel and B2B industries.
Today, we’ve digitized payments for more than 4,000+ global clients in more than 140 currencies across 240 countries and territories around the world. And, we’re just getting started!
With over 1,200+ global FlyMates, representing more than 40 nationalities, and in 12 offices world-wide, we’re looking for FlyMates to join the next stage of our journey as we continue to grow.
Job Description

THE OPPORTUNITY:

We, at Flywire, are seeking a Director, Global People Services Center to lead our global team of Service Center Operations Specialists and People Systems across the world. This position will oversee the operational management of People Services across multiple global locations, ensuring a seamless, efficient, and consistent People experience for FlyMates. This role is critical in leading the delivery of People transactional services, improving processes, and ensuring compliance with global standards while maintaining a high level of service quality. The successful candidate will drive continuous improvement initiatives, manage a team of Service Center Operations professionals and People Systems, and collaborate with People leadership and stakeholders, to align people services with business objectives.
The Director, Global People Services Center will be responsible for the day-to-day management, coordination, and oversight of the Service Desk ticketing system within the People Service Center function. This position ensures that People-related service requests, issues, and inquiries are efficiently handled, tracked, and resolved in alignment with organizational policies, service level agreements (SLAs), and best practices. The role will also involve continuous improvement initiatives for the People Service Desk, optimizing workflow processes, and ensuring that the service desk team is fully supported in providing excellent customer service.
This role requires a forward-thinking leader with a strong background in HR technology, process improvement, and data-driven decision-making.

EMPLOYEE EXPERIENCE & CUSTOMER SERVICE:

• Elevate the FlyMate Experience: Champion an exceptional employee experience by ensuring that FlyMates receive timely, accurate, and empathetic responses to their People-related inquiries. Act as an advocate for employees’ needs while balancing operational efficiency.
• Scalability & Globalization: Scale the People Service Center to meet the needs of a rapidly growing, global workforce. Ensure the service experience is tailored to different regions while