Manager Ops

Job Type

Full-time

Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company has become one of the fastest-growing HCM software providers worldwide by delivering an intuitive, easy‑to‑use product suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture. While traditional HR and payroll providers automate basic processes such as payroll and benefits administration, Paylocity goes further by developing tools that HR and businesses need to compete for talent and meet the expectations of the modern workforce.

We provide employees with comprehensive benefits and perks, including medical, dental, vision, life, disability, and a 401(k) match, as well as resources that support you, your family, and your finances. Career development opportunities are also part of our culture.

Help our award‑winning technology company run effectively by taking on big challenges and finding solutions in Operations. Use your problem‑solving skills to shape how others see Paylocity and launch your career with us. This position is 100% in‑office at our Schaumburg, IL location; remote or hybrid work is not available. Candidates must be able to work on‑site five days per week during designated work hours.

The Manager, Service Ops leads their team across various internal departments to ensure a successful ongoing client experience. The manager provides leadership, performance management, and guidance to employees while ensuring client needs are met on time with high quality. The role is hands‑on, involving all stages of client experience processes, partnering with internal teams and external customers to capture voice of the customer and employee, translating insights into process improvement to resolve requests with high quality that exceed client and employee needs.

• Support Benefits Services management in the development and rollout of change initiatives
• Work with all areas across the organization to analyze key business processes and identify areas for improvement within the Benefits Services department as it relates to Customer Service and Implementation
• Develop and implement business process improvements
• Work with Management to streamline and create consistent processes across all Tech Services teams
• Work with other departments such as Customer Service and Implementation to ensure a consistent support model is utilized across the business, increasing customer and AM satisfaction
• Manage all aspects of key business programs and processes (project prioritization, program approach, requirements generation, project timelines, planning and communication, scope and change management, training, implementation, etc.)
• Manage the support queue effectively to ensure timely resolution of issues and adherence to service level agreements (SLAs)
• Streamline processes and workflows to improve efficiency and effectiveness in handling support requests
• Develop and consistently report on key performance metrics for team and individuals while creating a system of accountability to hold team members accountable for metric performance
• May manage support for Large Client project management team
• May be asked to participate in or drive Lean Six Sigma continuous improvement efforts at least twice per year to improve the customer and/or employee experience
• Develop and motivate team members to reach departmental and company goals
• Recruit, hire, and develop onboarding plans to successfully onboard new team members as needed
• Develop and execute an ongoing learning/development plan for existing team members which includes Career Pathing
• Hold regularly scheduled one‑on‑ones with assigned team
• Positively and effectively handle escalated issues from customers or internal teams in a collaborative “win‑win” approach
• Maintain relationships and collaborate with key internal business partners to create the best customer experience

• Minimum 5 years in an operational management role preferred
• Bachelor’s degree or equivalent experience in an…