Lead Implementation Ops

PAYLOCITY CORPORATION•Meridian, ID

3d•$57,200 - $80,000•Onsite

About The Position

Paylocity is an award-winning provider of cloud-based HR and payroll software solutions. The Lead Implementation Ops role provides coaching, mentoring, and leadership to Implementation Consultants, collaborating with consultants to recognize successes and address improvement areas. The role supports Implementation Managers with regular updates about staff performance and client issues, helps improve departmental processes, drives quality metrics, and maintains implementation success. It identifies training gaps and performance trends, recommends improvements, and ensures implementation issues are appropriately resolved. The position also responds promptly, accurately, and courteously to new client issues. This is a 100% in-office position based at Paylocity’s Meridian, Idaho location. Remote and hybrid work are not available; the employee must work on-site five days per week during designated work hours. The role primarily supports the MST/PST time zones.

Requirements

At least two years of experience in an Implementation role.
Bachelor’s degree.
Complete understanding of Paylocity’s implementation standards, policies, and procedures.
Proficiency in Microsoft Office.
Expert project management skills, including the ability to manage multiple projects, prioritize effectively, and meet deadlines.
Excellent communication skills and the ability to adapt communication styles to influence and drive results.
Ability to research and troubleshoot complex problems, show compassion, and de-escalate client conflict toward mutually beneficial solutions.
Ability to use data, insights, and analytics to guide performance and decision-making.
Ability to collaborate in a team environment and lead client and team meetings while promoting inclusion and diversity.
Adaptability and flexibility, including the ability to manage change and pivot when necessary.
Ability to sit at a desk or workstation for extended periods, typically 7–8 hours per day.
Ability to operate a computer and phone systems, type, and use multiple software programs and inquiries simultaneously.
Ability to work on-site five days per week at the Meridian, Idaho location during designated work hours.

Responsibilities

Supervise operations for the designated team and oversee assigned team members’ day-to-day work, including delegating assignments as needed.
Provide support, coaching, and development for new and existing team members.
Facilitate communication and set expectations through regular meetings, one-on-ones, or team huddles.
Provide managers with input and recommendations regarding performance management, promotion opportunities, terminations, and performance issues; collaborate with managers on next steps.
Develop and collaborate with management on best practices and ways to improve team performance.
Troubleshoot escalated client or departmental issues and offer solutions that support client satisfaction and organizational direction.
Meet defined KPIs.
Serve as the primary contact for new hires and partner with the ISA Team and L&D to recommend supplemental training for team members.
Use functional and technical knowledge to assist team members.
Assist with answering client overflow calls.
Mentor and coach peers as needed.
Provide regular updates to Implementation Managers about staff performance, client issues, and actions to improve the department.
Identify training gaps and performance trends, recommend improvements, and ensure implementation issues are appropriately resolved.
Respond to new client issues promptly, accurately, and courteously.