Associate Director, US Payroll Support and Global Payroll Supplier Manager (Hybrid - Rahway, NJ)

MSD • Rahway, NJ

14h • $129,000 - $203,100 • Hybrid

About The Position

The Associate Director, US Payroll Support and Global Payroll Supplier Manager oversees the U.S. payroll support function and payroll inquiry process, and defines and manages service level agreements, standard guidelines, and processes for selecting, evaluating, and supporting global payroll vendors. The position is accountable for high-quality payroll services and strong vendor performance across regions. Based in Rahway, New Jersey, the role reports to the Director, US Payroll and Global Payroll Strategy within HR Operations.

The role oversees the ADP call center and ServiceNow payroll ticket management process, supports timely and accurate resolution of U.S. employee inquiries, leads payroll support teams, and maintains the payroll knowledge base. It also develops reporting frameworks and uses AI, automation, and analytics to improve payroll operations and employee support.

For global supplier management, the role partners with ADP and regional payroll providers, establishes vendor-selection guidelines and global payroll standards, monitors performance against SLAs, resolves vendor issues, collaborates with regional teams, and advances provider consolidation strategies to improve efficiency, reduce costs, and enhance service delivery.

Requirements

• At least 10 years of experience in global payroll and vendor management, with a track record of driving performance outcomes; at least 8 years is required for candidates with a master’s degree.
• Bachelor’s degree, current pursuit of degree completion, or equivalent relevant work experience.
• Proficiency with payroll systems, particularly ADP, and familiarity with other global payroll platforms.
• Strong understanding of payroll software, data analytics, and automation tools.
• Transformational mindset and extensive experience in process improvement and service delivery optimization.
• Focus on service innovation and continuous improvement, with intellectual curiosity.
• Experience leading and supporting change management initiatives.
• Experience building and managing relationships with strategic vendors and business partners.
• Excellent communication and interpersonal skills, including the ability to collaborate effectively with stakeholders at all organizational levels.
• Strong analytical and problem-solving skills, including the ability to interpret data and make informed business decisions.
• Ability to thrive in a fast-paced, dynamic environment while managing multiple priorities.
• Experience using AI, machine learning, predictive analytics, and workflow automation tools to streamline processes, reduce manual effort, enhance service delivery, and generate actionable business insights.
• Required skills listed: ADP System; Automatic Data Processing (ADP) Payroll; Business Process Standardization; Business Strategies; Change Management; Data Analytics; Global Payroll; Payroll Software; Payroll Systems; Process Improvements; Process Streamlining; Service Delivery; Service Level Agreement (SLA); ServiceNow Platform; Staffing Services; Stakeholder Satisfaction; Strategic Planning; Supplier Governance; Supplier Performance Evaluation.

Responsibilities

• Oversee the U.S. payroll support function, including the ADP call center and ServiceNow payroll ticket management process, to ensure timely and accurate resolution of employee inquiries and issues.
• Collaborate with internal teams and external vendors to manage and resolve payroll inquiries and related issues.
• Evaluate and improve payroll support processes to enhance efficiency, accuracy, and the employee experience.
• Lead payroll support teams and maintain the payroll knowledge base.
• Partner with the ADP Service Center to establish and manage a centralized employee payroll support process.
• Develop reporting frameworks that provide actionable insights into payroll operations and inform decision-making.
• Use AI, automation, and advanced analytics to streamline payroll operations, enhance employee support, improve service delivery, and drive continuous process improvement.
• Partner with ADP and regional payroll providers to ensure high-quality service delivery and compliance with contractual agreements.
• Establish and implement standard guidelines and processes for selecting global payroll vendors, aligned with organizational objectives and cost-efficiency goals.
• Implement global payroll standards and SLAs defining expectations for vendor performance, quality, and service delivery.
• Monitor and analyze KPIs to evaluate vendor performance and assess compliance with SLAs.
• Address vendor performance issues, facilitate communication, and drive timely resolution.
• Collaborate with regional teams to understand vendor performance, business requirements, and country-specific priorities and needs.
• Execute strategies to consolidate payroll providers across global markets to improve efficiency, reduce costs, and enhance service delivery.

Benefits

• Medical, dental, vision healthcare, and other insurance benefits for employees and family.
• Retirement benefits, including 401(k).
• Paid holidays, vacation, compassionate days, and sick days.
• Annual bonus and long-term incentive, if applicable.

What This Job Offers

• Job Type: Full-time
• Career Level: Director