Client Support Manager

OneDigital • Phoenix, AZ

8d

About The Position

The Client Support Manager leads the day-to-day performance and continued development of the Payroll Support organization, ensuring clients receive timely, accurate, consistent, high-quality service throughout their relationship with REI/OneDigital. The role is accountable for team performance, workforce and capacity management, service-level achievement, client experience, quality assurance, escalation management, talent development, and continuous improvement of Support operations.

The Manager leads, coaches, and holds accountable Team Leads, Payroll Support Specialists, Client Engagement Specialists, Distribution personnel, and other assigned Support resources. They ensure employees have the knowledge, tools, processes, training, and support needed to serve clients, while monitoring KPIs, ticket volumes and trends, workloads, service risks, and staffing needs.

Working with the Director of Support and cross-functional operational leaders, the Manager identifies ways to improve service delivery, develop team capabilities, resolve recurring client and operational challenges, and build scalable processes that can support company growth, more complex clients, and changing business needs. The position also supports recruitment, onboarding, acquisition integrations, operational transitions, and other growth initiatives. A bachelor's degree in a related field is preferred, or equivalent relevant education, industry experience, and demonstrated leadership experience.

Requirements

• At least 5 years of experience in payroll, HCM, client support, client services, customer success, payroll operations, or another related client-facing service environment.
• At least 2 years of direct people management or team leadership experience, including performance management, coaching, employee development, accountability, workload management, cross-training, and professional development.
• Demonstrated experience leading a client-facing support or service team responsible for multiple clients, competing priorities, service requests, and time-sensitive issues.
• Strong working knowledge of payroll processes and fundamentals and HCM technology, including the ability to understand complex client issues and evaluate service risks.
• Experience managing service operations through capacity planning, workload distribution, queues, coverage, SLAs, quality standards, and performance metrics; ability to use data for staffing, resource allocation, performance, and process decisions.
• Demonstrated experience managing complex or escalated client situations and coordinating across departments to resolve them.
• Proven ability to identify recurring service issues, process inefficiencies, knowledge gaps, and operational risks and implement improvements to service quality, scalability, efficiency, and client experience.
• Experience leading teams through organizational change, operational transitions, business growth, or integration of employees, processes, or service models.
• Strong people leadership, coaching, accountability, relationship management, conflict resolution, de-escalation, and employee development skills.
• Strong service operations, capacity management, analytical, operational decision-making, problem-solving, and process improvement skills.
• Ability to interpret KPIs, SLA performance, ticket trends, case aging, escalation activity, quality measures, client satisfaction indicators, and other operational data.
• Strong written and verbal communication skills for employees, clients, executive leadership, and cross-functional stakeholders.
• Ability to collaborate and influence across operational teams, establish ownership, resolve dependencies, and address client-impacting issues.
• Strong organizational and prioritization skills in a high-volume service environment with competing priorities, escalations, deadlines, and operational demands.
• Ability to balance client needs, employee capacity, service quality, operational risk, and company growth objectives.
• Commitment to building a scalable, high-quality Client Support organization that develops employees, strengthens client relationships, and supports client retention and company success.
• Bachelor's degree in Business Administration, Human Resources, Management, Finance, Accounting, or a related field preferred; equivalent relevant education, industry experience, and demonstrated leadership experience is considered.
• Must be eligible to work in the United States without work visa or residency sponsorship.

Nice To Haves

• Advanced knowledge of UKG Ready or comparable payroll and HCM technology, including Payroll, HR, Time & Labor Management, and other workforce management functionality.
• Experience managing ticket- or case-based client service operations using service queues, SLAs, escalation workflows, quality measures, and client satisfaction metrics.
• Experience developing and using operational scorecards, dashboards, KPIs, and service trends to manage performance, identify capacity needs, and support staffing decisions.
• Experience leading acquisition integration, organizational change, process standardization, or consolidation of teams or service models.
• Proficiency with Zoho One and relevant Zoho applications, or comparable CRM, ticketing, workflow, reporting, and operational management platforms.
• Professional certifications related to payroll, HR, client service, or leadership, such as CPP, FPC, PHR/SPHR, SHRM-CP/SHRM-SCP, or comparable credentials; preferred but not required.

Responsibilities

• Lead, manage, coach, and develop the Client Support team, setting performance expectations, accountability, development plans, and cross-training opportunities, including development of Team Leads and emerging leaders.
• Own the day-to-day operational performance of Client Support and ensure timely, accurate, consistent, high-quality service.
• Establish, monitor, and improve performance against KPIs, SLAs, quality standards, client satisfaction measures, and operational objectives.
• Monitor ticket volume, backlog, aging, response and resolution times, escalations, workload distribution, and other service indicators to identify performance concerns, capacity constraints, and improvement opportunities.
• Manage team capacity and workload allocation based on client needs, demand, complexity, employee skills, and business priorities.
• Partner with Team Leads to manage ticket queues, workload balance, service coverage, and escalations, while enabling complex issues to be resolved at the appropriate level.
• Address employee performance concerns through expectations, coaching, corrective feedback, and partnership with leadership or Human Resources as needed.
• Maintain visibility into significant client escalations and complex service issues, ensuring ownership, communication, timely resolution, and internal coordination.
• Analyze recurring ticket themes, client challenges, service failures, quality trends, and root causes; identify and implement coaching, training, documentation, quality assurance, or process improvements.
• Partner with Client Engagement resources to identify service trends, client concerns, training needs, and opportunities for proactive intervention with high-value, complex, or at-risk clients.
• Evaluate current and projected staffing needs, workforce utilization, capacity, and skills coverage to support client growth and changing service demand and complexity.
• Identify skill gaps, single points of failure, knowledge dependencies, and process inefficiencies; implement cross-training, documentation, standardized workflows, knowledge resources, and succession strategies.
• Lead team meetings and communications on operational priorities, system and process changes, payroll and HCM changes, service expectations, and organizational initiatives.
• Collaborate with Product Deployment, Client Readiness and Training, Custom Reports & Integrations, Tax, Finance, and other operational teams to resolve client-impacting issues, improve handoffs, and address recurring challenges.
• Partner with the Director of Support on quarterly and annual objectives, performance trends, operational risks, and initiatives supporting Support and company objectives.
• Support acquisition integrations, operational transitions, and growth initiatives by aligning Support processes, service expectations, responsibilities, performance standards, and workflows across integrated teams.
• Support recruitment, selection, onboarding, training, and development of Client Support team members as staffing needs evolve.
• Maintain working knowledge of UKG Ready functionality, payroll and HCM industry practices, client service trends, and relevant operational considerations.
• Perform additional duties aligned with departmental and organizational objectives as assigned.

Benefits

• Eligible employees are offered health, wellbeing, retirement, and other financial benefits.
• Paid time off.
• Overtime pay for non-exempt employees.
• Learning and development programs.
• Reimbursement of job-related expenses according to company policy.
• Employee perks and discounts.
• Some roles are eligible for variable compensation, commission, and/or an annual bonus based on individual and/or company performance.

What This Job Offers

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