Senior Manager Managed Services

Paylocity • Rochester, NY

229d • Onsite

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.

Requirements

• Bachelor's degree required.
• 7+ years of relevant experience in managed services, operations, or related fields.
• 5+ years in an operational leadership role in a high-volume environment.
• Experience with monitoring tools, ticketing systems, and reporting dashboards.
• Strong analytical and troubleshooting skills for high-level escalation support.
• Demonstrated success in resource planning, workforce optimization, and performance management.
• Proven success in management concepts and practices including supervising and motivating employees, performance management, and employee development/training.
• Experience developing, implementing, and managing control/auditing processes via a recognized process improvement methodology (such as Lean Six Sigma).
• Experience managing employees working on both task-oriented and project-driven tasks.
• Experience managing tasks in a matrix project management environment.
• Experience developing and driving adoption of cross-departmental processes.
• Experience collecting data and driving development priorities using a data-focused approach.
• Extensive experience with a multi-customer product.
• Demonstrated use of a Process Improvement methodology.
• Strong communication skills with external parties and senior stakeholders.

Nice To Haves

• Experience managing tasks in a matrix project management environment is a strong plus.
• Experience developing and driving adoption of cross-departmental processes preferred.

Responsibilities

• Oversee a team of Customer Service Representatives, Team Leads, and Managers, providing guidance and support as needed.
• Lead and direct teams to ensure exceptional customer service delivery and retention of clients.
• Collaborate with leaders within the department and across the organization.
• Demonstrate success in resource planning, workforce optimization, and performance management.
• Build a culture of engagement and accountability, responsible for personnel staffing, morale, measurement, decreasing turnover, and employee development.
• Develop and hold accountability for Key Performance Indicators (KPIs) and report them to senior management.
• Ensure efficient delivery of services while improving processes and reducing costs.
• Facilitate effective communication between Customer Service Representatives and all internal and external partners.
• Lead the team to achieve customer service and financial targets while being accountable to the approved fiscal budget.
• Develop strategic plans aligned with business objectives and manage execution to achieve expected goals.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• 401(k) match

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree