Manager Managed Services Ops
About The Position
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. While traditional HR and payroll providers automate basic HR processes such as payroll and benefits administration, Paylocity goes further by developing tools that HR and businesses need to compete for talent and deliver against the expectations of the modern workforce. We give our employees what they need to succeed, including great benefits and perks! We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances. And if it’s career development you desire, we provide that, too! At Paylocity, people matter most and have always been at the heart of our business. 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! In-Office: This is a 100% in-office role based at our Schaumburg, IL, Meridian, ID or Rochester, NY 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.? Position Overview The Manager Service Delivery oversees a team of Service Delivery Leads and/or Managed Services Associates to ensure consistent, high quality client experiences across day to day operations. This role is responsible for team performance, operational execution, process adherence, and continuous improvement within the Managed Services function.
Requirements
- Bachelor’s degree required
- Minimum 2 years of previous leadership experience in a customer service/customer relationship role required.
- Experience in managed services, payroll and/or customer service environment
- Proven experience in escalations and improving client outcomes, driving retention
- Demonstrated ability to use metrics, reporting and data to guide decisions
- Strong organizational, communication and problem-solving skills
- Strong knowledge and experience of service delivery technologies
- Experience managing tasks in a matrix project management environment
Responsibilities
- Monitor daily operations to ensure responsiveness, workload balance, and adherence to service SLAs.
- Lead, develop, and coach a team of Service Delivery Leads and/or Managed Services Associates to support client retention and service excellence.
- Conduct regular 1:1s, team huddles, and performance discussions focused on technical skills, client interactions, and service quality.
- Provide guidance on escalated client situations and ensure timely resolution.
- Foster a culture of accountability, continuous improvement, and cross-team collaboration.
- Review performance metrics and reporting to identify trends, gaps, and opportunities for intervention.
- Ensure consistent application of processes, policies, and operational standards across the team.
- Identify risks to client satisfaction (e.g., MSA turnover, skill gaps, volume issues) and develop mitigation plans.
- Champion best practices for payroll, HR, and HCM product usage to elevate client outcomes.
- Provide feedback on process pain points, system enhancements, and operational needs.
- Serve as a voice of the team to ensure tools, workflows, processes and policies support both employee and client experience.
- Participate and lead initiatives impacting service delivery, representing team needs and contributing operational expertise.
- Track key operational data and prepare summaries or recommendations for senior leadership as needed.
- Manage the hiring and onboarding of new team members, emphasizing the establishment of strong trusted relationships from day one.
- Collaborate with cross-functional partners to ensure that processes and tools are in place to best support clients and the MSO team.
Benefits
- We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances.
- And if it’s career development you desire, we provide that, too!
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
1,001-5,000 employees
