Director Payroll Analytics & Customer Support

Department Overview

This position is in the Payroll, Timekeeping and Labor Distribution Service Center, within OHSU Finance. OHSU Finance is the division within Oregon Health & Science University charged with the overall responsibility of accurately processing, reporting, and interpreting the university's financial transactions. We support healing, teaching, discovery, and outreach at OHSU by delivering quality financial information and services to the institution, its sponsors, and the community.

Under the direction of the VP of Financial Operations, this role is critical in transforming payroll from a transactional function into a strategic, insight-driven capability that enhances employee experience, ensures compliance, and drives informed business decisions.

Payroll Analytics & Insights

• Lead the development of payroll analytics strategy, including KPIs, dashboards, and predictive insights.
• Analyze payroll trends, variance drivers, and cost optimization opportunities.
• Provide executive-level reporting and insights to Finance, HR, and senior leadership.
• Partner with cross-functional leaders to translate payroll, timekeeping and LD data into business decisions.
• Leverage automation, data visualization tools, and AI-driven analytics to enhance reporting capabilities.

Reporting & Data Governance

• Oversee the design, development, and maintenance of standardized payroll, timekeeping and LD reports.
• Ensure data integrity, accuracy, and consistency across payroll systems and reporting outputs.
• Establish and enforce data governance frameworks and reporting standards.
• Respond to payroll, timekeeping and LD requests for information (RFI) for collective bargaining agreements (CBA) projects.
• Provide data, expertise and technical support to bargaining teams on payroll and timekeeping subjects.
• Partner with HR, Finance and Budget teams the implementation of multiple CBAs.
• Respond to union grievances related to payroll and timekeeping.
• Respond to payroll public requests.
• Drive continuous improvement in reporting efficiency, automation, and scalability.

Customer Support & Service Delivery

• Lead customer support operations for payroll, timekeeping, LD and payroll reporting, ensuring a high level of service for employees, managers, and leadership.
• Define and monitor SLAs, KPIs, and customer satisfaction metrics.
• Implement best practices for case management, issue resolution, and escalation handling.
• Champion a customer-first culture, improving employee payroll experience and communication.
• Identify recurring issues and implement root-cause solutions to reduce service volume.

Operational Excellence & Process Improvement

• Drive process standardization, automation, and optimization across payroll, timekeeping, LD and payroll reporting operations.
• Lead continuous improvement initiatives and payroll, timekeeping, LD and payroll reporting projects.
• Partner with HR, Finance, and ITG teams on system enhancements, integrations, and upgrades.

• Ensure compliance and mitigate risks with applicable laws and regulations, multiple CBAs and OHSU policies and procedures.
• Lead strategic cross-functional payroll, timekeeping, LD and payroll reporting projects.

Leadership & Team Development

• Build, lead, and develop high-performing analytics, reporting, and customer support teams.
• Foster a culture of collaboration, accountability, and innovation.
• Provide coaching, career development, and performance management.
• Manage vendor relationships and outsourced service providers where applicable.
• Lead change management initiatives related to payroll, timekeeping, LD and payroll reporting systems and processes.
• Other duties as assigned.

• Bachelor’s degree in Accounting, Finance or HR from an accredited college or university. An additional 4 years of direct Payroll/HR experience may substitute for the degree requirement, or other equivalent combinations of education and experience.
• Minimum of 7 years of relevant experience in Payroll/HR wage & hour multi-union environment, and timekeeping system experience, with at least 5 years in a leadership or leadership supporting role.
• Strong understanding of federal, state, and local wage and hour regulations
• Strong understanding and extensive experience with and collective bargaining agreements compliance.
• Comprehensive knowledge of federal and state regulations as well as accounting principles applicable to Payroll, Timekeeping and Labor Distribution.

• Proven experience in managing and developing high-performing…