We are seeking a highly analytical and proactive Subject Matter Expert (SME) to strengthen global operations by driving knowledge excellence, process consistency, and continuous improvement across regions.
In this role, you will act as a central knowledge authority—reducing dependency on team leads, enhancing team capability, and ensuring standardized, scalable processes. You will leverage data insights to identify gaps, lead training initiatives, and collaborate cross-functionally to improve operational efficiency and service quality.
This is a high-impact individual contributor role that blends domain expertise, data-driven decision-making, and operational leadership.
Key Responsibilities1. Global Knowledge & Process OwnershipAct as the go-to expert for process and policy-related queries across global teams
Ensure consistency and standardization of workflows across regions
Analyze monthly operational and QA performance data to identify trends and gaps
Recommend and implement scalable, process-driven solutions to reduce recurring issues
Own and continuously improve internal documentation, SOPs, and knowledge repositories
Partner with Enablement teams to design and enhance training programs and materials
Conduct onboarding sessions and ongoing training for new and existing team members
Identify knowledge gaps proactively and implement targeted learning interventions
Drive continuous upskilling across teams to improve quality and efficiency
Review QA trends and generate actionable insights to improve performance and product understanding
Monitor effectiveness of improvement initiatives and validate measurable outcomes
Introduce scalable improvement frameworks (e.g., query resolution models, knowledge-sharing mechanisms)
Promote a culture of continuous improvement and operational excellence
Act as Incident Commander during high-priority escalations (including night shift coverage as needed)
Coordinate cross-functional stakeholders to ensure timely issue resolution
Provide clear, structured communication during incidents
Maintain detailed documentation and drive post-incident reviews and corrective actions
Participate in regular cross-functional forums to share insights, trends, and operational challenges
Collaborate with Product, Engineering, QA, and Operations teams to resolve systemic issues
Contribute to workflow enhancements and system improvements
Act as a bridge between operations and supporting functions
5–8 years of experience in operations, HR advisory, support, or a related domain
Strong understanding of process management, quality assurance, and operational metrics
Proven experience analyzing data and translating insights into actionable improvements
Experience in training, knowledge management, or enablement roles
Strong stakeholder management and cross-functional collaboration skills
Ability to manage high-pressure situations and lead incident response effectively
Excellent written and verbal communication skills
High attention to detail and structured problem-solving ability
Experience in Employer of Record (EOR), HR operations, or global support environments
Familiarity with QA frameworks and performance metrics
Experience working with HRIS, CRM, or ticketing tools (e.g., Salesforce, Zendesk, ServiceNow)
Exposure to multi-region or global operations
Experience in process improvement methodologies
Subject matter expertise
Data-driven decision making
Process optimization
Training & coaching
Incident leadership
Cross-functional influence
Operational excellence
Skills Required
- 5-8 years of experience in operations or HR advisory roles
- Strong understanding of process management and quality assurance
- Experience in training or knowledge management
- Excellent written and verbal communication skills
What We Do
Multiplier is a leading global employment platform that makes it easy for companies to employ teams internationally. Its proprietary technology simplifies the employment process by managing the complexities of local compliance, labour contracts, payroll, benefits and taxes. We enable companies to manage their distributed teams via a simple dashboard while taking responsibility for local labor law compliance on their behalf. We are passionate about creating a world where people can get a job they love, without having to leave the people they love.
