Manager Support Ops

Operations Manager

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 offering 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.

Help our award-winning technology company run effectively as you take on big challenges and find solutions with a position in operations.

Use your problem-solving skills to shape the way others see Paylocity. Launch your career with us!

This is a 100% in-office role based at our Schaumburg, IL location. Remote or hybrid work is not available for this position.

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 is responsible for providing leadership and support to their employees through effective performance management and guidance. In addition, the manager will ensure client needs are met on time with high quality. This role is hands on requiring involvement in all stages of the client experience processes, including partnering with internal teams and external customers to understand the "voice of the customer" and "voice of the employee";

translating into the right process improvement efforts to resolve requests with high-quality that meet/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 and 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 operations experience required
• Experience developing, implementing and managing control/auditing processes is required
• Experience managing employees working on both task oriented and project driven tasks a strong plus
• Experience managing tasks in a matrix project management environment is a strong plus
• Experience developing and driving adoption of cross departmental processes preferred
• Experience working with payroll and/or hr data a huge plus!

Paylocity is an equal-opportunity employer. Paylocity is committed to the full inclusion of all individuals. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. At Paylocity, we believe diversity makes us better.

We embrace and encourage our employees' differences in age, culture, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion or spiritual belief, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. We actively cultivate these differences through our…