Service Operations Supervisor

Distro • Dallas, TX

6d • $25 - $31 • Onsite

About The Position

This role is responsible for managing client relationships, ensuring seamless delivery of services, and supporting payroll and tax processes. Coordinate user setup and training, facilitate client retention strategies, act as a liaison between clients and internal operations, oversee payroll processing, analyze data for improvements, and provide guidance on tax and reporting requirements.

Requirements

• Excellent communication and interpersonal skills; ability to collaborate effectively across teams and build positive working relationships.
• Strong time-management skills with the ability to prioritize effectively in a fast-paced environment.
• Flexibility to perform a variety of assignments, including operating different equipment, running varied production jobs, and learning new machinery or processes as needed (print room tasks referenced where applicable).
• Strong ability to collaborate with internal departments to support seamless operations and workflow coordination.
• Strong work ethic and commitment to teamwork; contribute positively to a collaborative and supportive work environment.
• Sound decision-making abilities, including evaluating complex information and determining appropriate actions.
• High level of professionalism, reliability, and enthusiasm to support a positive workplace culture.
• Exceptional attention to detail to thoroughly review printed documents and ensure quality and accuracy standards.
• Experience with Microsoft Office (Outlook, Teams, Excel, PowerPoint) and demonstrated ability to learn other applications as needed.
• High School Diploma required
• 2+ years of PEO, ASO, HCM, multistate experience preferred, or equivalent combination of experience, skills, and education (including relevant non-traditional degree programs or job training programs).

Responsibilities

• Act as the primary contact for an assigned group of clients.
• Coordinate user set-up and provide training for client-facing web-based payroll, custom reporting software, and service platforms.
• Facilitate proactive intervention steps for at-risk clients, collaborating with internal teams, clients, and business consultants to support retention.
• Manage client accounts by building and reinforcing strong relationships with clients, internal partners, brokers, and peers through proactive touch points and service recommendations.
• Serve as a liaison between clients and internal operations to ensure seamless service delivery in line with department SOPs.
• Coordinate and lead client meetings to review and discuss escalated issues or significant account matters.
• Identify gaps in client processes and introduce new products and services based on identified client needs.
• Manage and escalate client issues across communication platforms, including submitting cases in Client Space to internal departments for resolution.
• Determine and recommend annual increases and/or reductions to clients’ administrative fees.
• Assist with client tax account registration guidance, educate on payroll tax questions, and obtain clients' tax account login credentials when entering a new state.
• Manage and escalate payroll tax notices and drive them to resolution.
• Assist and provide guidance with required state and federal reporting.
• Ensure timely and accurate payroll processing.
• Review processed payrolls and resolve payroll errors and issues; provide support to the team as needed.
• Monitor the work of Payroll Specialists who input payroll data and ensure payroll accuracy.
• Assist in payroll calculations and deductions.
• Maintain clear and consistent client communications.
• Work with the Quality Control Team to process current and prior year voids and resolve posted payroll errors.
• Analyze payroll problems and provide appropriate resolutions.
• Facilitate frequent communication regarding Payroll Associates and Service Associates performance, recommend training areas, and assist with coaching employees.
• Collaborate with the Manager to implement changes, provide feedback on team performance, and escalate client issues.
• Schedule and facilitate weekly POD team huddles to discuss client escalations and learning opportunities.
• Build, maintain, and promote relationships with team members, peers across disciplines, and all other company team members to ensure effective coordination of communications and services affecting clients.
• Assist in organizing and maintaining shared team resources such as checklists, templates, and reference materials.
• Provide occasional backup support for routine payroll processing during high-volume periods or team member absences.
• Attend webinars and training to stay current on company and departmental best practices.
• 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 provided 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 and pet insurance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED