Oyster

• Act as a senior HR expert for complex employee relations (ER) matters • Provide pragmatic, solutions-focused guidance on high-risk and sensitive cases • Navigate nuanced local legal frameworks with confidence • Partner closely with internal stakeholders and Oyster customers • Draft country-specific information on a wide range of HR topics • Leverage AI and automation tools to streamline HR documentation • Answer questions on HR topics which are unable to be resolved by our Lifecycle Operations teams • Provide internal Oyster teams with training on HR topics as needs arise • Continuously audit and refine workflows • Actively leverage AI responsibly to maximize personal output • Analyze recurring ticket trends to identify systemic issues • Lead People Services and cross-functional projects

• Proactively manage and nurture relationships with a portfolio of customers, ensuring high engagement and satisfaction levels. • Responsible for addressing and managing customers' health cases assigned to them. • Respond to customer inquiries and requests within the Success scope, providing timely and effective solutions. • Conduct enablement sessions, product demos, and escalation calls with customers to drive adoption and address challenges. • Manage customer escalations and collaborate cross-functionally to resolve issues and ensure customer satisfaction. • Utilize data-driven insights to understand customer needs and preferences, advocating for their interests within the organization. • Identify opportunities for improvement and scalability in customer success processes, contributing ideas and solutions to enhance customer health. • Lead and participate in cross-functional projects aimed at improving customer engagement and satisfaction. • Act as the primary point of contact for internal teams, addressing and prioritizing requests from Sales, Support, and other departments. • Collaborate with the Sales team to ensure customer retention, particularly in churn-risk situations. • Collaborate with Treasury on payment collection for late-paying customers. • Work closely with Product, Sales, Support, and Marketing teams to ensure customers receive comprehensive support and maximize the value of our platform. • Stay abreast of product updates and industry trends, continuously enhancing your skills and knowledge to better serve our customers.

• Lead, mentor, and develop a team of 5 CSMs across West and East AMER. • Build and maintain a strong operating rhythm (regular 1:1s, pipeline reviews, portfolio health checks, and team calibrations), that keeps routine deliverables on track while escalations are managed in parallel. • Drive capacity planning and portfolio balancing across the team, using effort scoring (FTEs, call volume, email volume, country complexity) to ensure equitable and sustainable workloads. • Own hiring for open roles, including backfills and new headcount, ensuring the team's sub-regional coverage matches the AMER customer base. • Own the retention and net revenue outcomes for the AMER dedicated-tier portfolio, including churn/contraction prevention and expansion/upsell identification. • Establish and enforce early-warning systems for at-risk accounts, ensuring CSMs are proactively flagging churn signals and engaging the right internal stakeholders before escalation. • Partner with Sales on expansion opportunities within dedicated accounts, ensuring CSMs are positioned to identify upsell signals (new countries, product cross-sell from EOR to Scale, headcount growth) and hand off or co-own commercial conversations. • Manage escalations effectively, working cross-functionally with Operations, Product, Legal, and Pay teams to find prompt resolutions and close the loop with customers. • Translate customer feedback, risks, and requirements into actionable insights for Product, Operations, and Go-to-Market teams. • Drive accountability on gaps and failures with cross-functional partners, represent the customer impact clearly and push for resolution timelines. • Contribute to the biweekly churn & contraction review with data-backed risk assessments and save strategies. • Champion AI-assisted workflows within the CS team, identify and implement opportunities to use AI tools to automate portfolio monitoring, surface risk signals, generate customer insights, and reduce manual reporting effort. • Drive AI literacy across the team and ensure every CSM is proficient in using AI tools for account research, meeting preparation, customer health analysis, and internal reporting. • Build and refine AI-powered playbooks, such as developing standardised workflows that leverage AI for recurring tasks such as meeting preparation, renewal risk assessment, voice-of-customer synthesis, and escalation triage. • Evaluate and adopt new AI capabilities, and stay current on AI developments relevant to Customer Success (predictive health scoring, automated sentiment analysis, intelligent routing) and assess their applicability to Oyster's dedicated-tier model. • Use data and AI to scale judgment, and move the team from reactive, gut-feel account management toward proactive, data-informed decision-making, using AI to process signals across calls, emails, tickets, and CRM data at a scale no individual CSM could manually cover.

• Create awareness and generate interest in Oyster through outbound prospecting • Partner seamlessly with Sales Executives to drive mid-market and SMB pipeline velocity • Qualify and schedule high-value meetings that convert into tangible sales opportunities • Present and clearly articulate Oyster’s global employment platform to target buyers • Organize, optimize, and manage your pipeline for maximum efficiency • Serve as the voice of the market, collaborating with the GTM team to translate buyer intelligence into strategy

• Own and maintain employment templates, policies, and processes across multiple jurisdictions, ensuring Oyster's employment offering remains compliant, scalable, and operationally effective. • Monitor legislative and regulatory developments globally, assess their impact on Oyster's products and operations, and drive implementation of required changes. • Partner closely with Product, People team and other cross-functional stakeholders to design and implement compliant employment solutions that balance legal requirements with business objectives. • Advise on a broad range of employment law and compliance matters across the employee lifecycle, including hiring, compensation, leave, performance management, terminations. • Support strategic initiatives such as Direct Expansion, indirect-to-direct migrations, and the launch of new employment products and features. • Research complex employment law issues and translate legal analysis into clear, practical, and business-focused recommendations. • Develop and maintain employment guides, knowledge resources, and compliance documentation to support scalable operations across Oyster's global footprint. • Support labor inspections, audits, regulatory inquiries, and other employment compliance initiatives. • Use data, stakeholder feedback, and operational insights to identify risks, improve processes, and enhance the effectiveness of Oyster's employment compliance framework. • Identify and champion opportunities to leverage AI, automation, and process innovation to improve team efficiency, reduce manual work, and enable the scalable delivery of employment compliance and legal support. • Contribute to a highly collaborative, remote-first team culture and help drive continuous improvement across Employment Products.

• Own the product vision and strategy for either the Hire & Onboard or Benefits domain, aligned with company goals and customer outcomes. • Lead discovery and prioritisation across hiring and onboarding problems, balancing new features, regulatory needs, tech debt, and operational improvements. • Translate strategy into execution, defining clear roadmaps, outcomes, and success metrics. • Partner closely with Engineering and Design to deliver high-quality, scalable solutions with strong user experience. • Collaborate with cross-functional stakeholders including Operations, Legal/Compliance and Go-to-Market to ensure feasibility and alignment. • Represent the Hire & Onboard or Benefits domain in senior stakeholder forums, clearly communicating trade-offs, progress, risks, and impact. • Identify and evaluate opportunities to leverage AI and automation to improve hiring and onboarding outcomes, efficiency, and decision-making. • Use data and insights (quantitative and qualitative) to inform decisions, measure impact, and continuously improve outcomes. • Ensure regulatory and compliance requirements are embedded into product development without compromising usability or speed. • Continuously improve product processes, contributing to best practices across the wider Product organisation.

• Own the product vision and strategy for either the Hire & Onboard or Benefits domain, aligned with company goals and customer outcomes. • Lead discovery and prioritisation across hiring and onboarding problems, balancing new features, regulatory needs, tech debt, and operational improvements. • Translate strategy into execution, defining clear roadmaps, outcomes, and success metrics. • Partner closely with Engineering and Design to deliver high-quality, scalable solutions with strong user experience. • Collaborate with cross-functional stakeholders including Operations, Legal/Compliance, and Go-to-Market to ensure feasibility and alignment. • Represent the Hire & Onboard or Benefits domain in senior stakeholder forums, clearly communicating trade-offs, progress, risks, and impact. • Identify and evaluate opportunities to leverage AI and automation to improve hiring and onboarding outcomes, efficiency, and decision-making. • Use data and insights (quantitative and qualitative) to inform decisions, measure impact, and continuously improve outcomes. • Ensure regulatory and compliance requirements are embedded into product development without compromising usability or speed. • Continuously improve product processes, contributing to best practices across the wider Product organisation.

• Lead the annual planning, quarterly forecasting, and performance management processes. • Partner with senior leaders across the business to provide financial insight, challenge assumptions, and influence strategic and operational decisions. • Lead financial modelling and business case development to evaluate strategic initiatives, investments, and commercial opportunities. • Lead the preparation of financial reporting and performance insights for monthly business reviews, Board materials, and investor updates. • Drive financial discipline and accountability through robust forecasting, performance analysis, and meaningful spend visibility. • Lead pricing analytics and commercial insights, governing pricing decisions through the Deal Desk framework. • Drive the adoption of AI, automation, and scalable workflows to improve forecasting, reporting, and analytical capability. • Lead the evolution of FP&A systems and business reporting ensuring trusted, scalable data and a single source of truth across the business. • Build, lead, coach, and develop a high-performing FP&A and Analytics team, fostering strong business partnership and continuous improvement. • Partner on strategic initiatives, due diligence, and M&A activity as required.

• Lead and scale a high-performing team of Product Designers and UX Researchers, fostering a culture of rigorous feedback, continuous learning, and psychological safety. • Define clear career ladders, provide actionable coaching, and elevate execution across both generative UX research methodologies and high-fidelity interaction design. • Drive the internal adoption of emerging AI and automated tooling within the design lifecycle (e.g., AI-assisted prototyping, automated UI generation, and LLM-driven research synthesis) to exponentially maximize team velocity. • Partner with Product and Engineering to define how AI elegantly enhances the Oyster user experience, translating complex global compliance, tax, and payroll data into proactive, multi-modal, and agentic workflows. • Modernize our Design Ops and scale our global design system to seamlessly integrate automated, intelligent tokenization and intelligent layout generation. • Serve as a strategic peer to Engineering, Product, GTM, and Data/AI leaders to align UX strategy with business growth, data model capabilities, and technical feasibility. • Establish design principles for responsible AI, transparency, and data privacy, ensuring automated workflows maintain user trust in a high-stakes compliance environment.

• Own and maintain employment templates, policies, and processes across multiple jurisdictions, ensuring Oyster's employment offering remains compliant, scalable, and operationally effective. • Monitor legislative and regulatory developments globally, assess their impact on Oyster's products and operations, and drive implementation of required changes. • Partner closely with Product, People team and other cross-functional stakeholders to design and implement compliant employment solutions that balance legal requirements with business objectives. • Advise on a broad range of employment law and compliance matters across the employee lifecycle, including hiring, compensation, leave, performance management, terminations. • Support strategic initiatives such as Direct Expansion, indirect-to-direct migrations, and the launch of new employment products and features. • Research complex employment law issues and translate legal analysis into clear, practical, and business-focused recommendations. • Develop and maintain employment guides, knowledge resources, and compliance documentation to support scalable operations across Oyster's global footprint. • Support labor inspections, audits, regulatory inquiries, and other employment compliance initiatives. • Use data, stakeholder feedback, and operational insights to identify risks, improve processes, and enhance the effectiveness of Oyster's employment compliance framework. • Identify and champion opportunities to leverage AI, automation, and process innovation to improve team efficiency, reduce manual work, and enable the scalable delivery of employment compliance and legal support. • Contribute to a highly collaborative, remote-first team culture and help drive continuous improvement across Employment Products.