Payroll Manager

Distro • San Antonio, TX

2d • $70,000 - $72,000 • Onsite

About The Position

The Service Operations Manager oversees daily operational performance within assigned PODs or service teams to ensure consistent, high-quality service, accurate payroll operations, and excellent client experience. This role acts as a bridge between frontline leadership and senior regional leadership by supporting Service Operations Supervisors, managing escalations, monitoring KPIs, developing staff, and driving process improvements. The manager partners with cross-functional departments to support retention, operational efficiency, and compliance initiatives.

Requirements

• Ability to adapt to change, support team transitions, and guide staff through evolving processes, systems, and expectations.
• Strong understanding of payroll processing, HRIS functions, and multi-state compliance requirements.
• Strong analytical, troubleshooting, and problem-solving abilities for complex issues.
• Excellent communication and interpersonal skills; communicates clearly and professionally in both written and verbal formats.
• Strong time management skills and ability to prioritize in a fast-paced environment.
• Flexibility to perform a variety of assignments as needed.
• Strong collaboration skills with internal departments to support seamless operations and workflow coordination.
• Excellent leadership and customer service skills to guide teams, resolve escalations, and maintain service excellence.
• Strong work ethic and commitment to teamwork in a collaborative environment.
• Ability to perform well under pressure and maintain professionalism with diverse personalities and situations.
• Demonstrated ability to maintain strict confidentiality and handle sensitive information with discretion.
• Exceptional attention to detail and ability to thoroughly review documents for quality and accuracy.
• High levels of organization and reliable follow-through on tasks and documentation.
• 3+ years of PEO, ASO, HCM, or multistate payroll/service operations experience required.
• 1–2 years of supervisor or team lead experience required; management experience preferred.
• Experience with Microsoft Office (Outlook, Teams, Excel, PowerPoint) and demonstrated ability to learn other applications as needed.

Nice To Haves

• College degree preferred or equivalent combination of experience, skills, and education (including non-traditional degree programs or job training programs).
• Experience with PRISM or similar HRIS/payroll systems preferred.

Responsibilities

• Provide day-to-day leadership and direction to Service Operations Supervisors, Service Consultants, and Payroll Specialists.
• Conduct regular 1:1s, monitor performance metrics, identify coaching opportunities, and support professional development plans.
• Ensure adherence to Standard Operating Procedures (SOPs) and operational guidelines.
• Facilitate weekly POD huddles to align on client escalations, trends, and learning opportunities.
• Act as a primary escalation point for complex or high-impact client issues requiring managerial involvement.
• Support Supervisors and service teams in resolving payroll, tax, system, compliance, and service-related concerns.
• Review high-risk clients and intervene proactively with service and retention strategies.
• Provide leadership during client meetings that involve significant issues, trend analysis, or service realignment.
• Oversee daily service operations to ensure timely, accurate payroll processing and exceptional client service.
• Monitor department KPIs such as retention, case resolution time, error rates, and client engagement patterns.
• Perform trend analysis to identify process gaps and recommend operational improvements.
• Partner with Quality Control, Payroll Tax, Implementation, and Compliance teams to ensure seamless workflow execution.
• Conduct performance reviews, manage staffing needs, and participate in hiring/selection processes.
• Review and approve escalated client fee adjustments and account-level recommendations from Supervisors.
• Support the development, rollout, and maintenance of department SOPs, workflows, and training standards.
• Collaborate with the AVP and executive leaders on strategic operational initiatives.
• Assist with cross-functional project work, including system enhancements, compliance updates, and service optimization efforts.
• Provide internal training to Supervisors and service staff on system updates, payroll best practices, and department initiatives.
• Regular, on-site attendance is an essential job function due to secure system access, collaboration on sensitive technical matters, participation in operational meetings, and hands-on involvement in activities.
• Build, maintain, and promote relationships with team members and peers across disciplines to ensure coordination of communications and services affecting clients.
• Provide backup support during high-volume periods or team member absences.
• Attend webinars and training to stay current on company and department best practices.
• Act as a resource and mentor for Specialists by assisting with complex questions and sharing expertise.
• Complete projects and other duties as assigned by supervisor.

Benefits

• Health Insurance: medical, dental, and vision coverage.
• Retirement Plan: 401(k) with company match.
• Paid Time Off: PTO, holidays, parental leave, and sick leave as required by applicable state law.
• Other Benefits: life insurance, short-term disability, long-term disability, employee assistance program (EAP), flexible spending account (FSA), health savings account (HSA), identity theft protection, critical illness, accident, cancer, hospital protection, legal insurance, and pet insurance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree