Service Operations Supervisor - AZ - On Site

Vensure Employer Solutions•Chandler, AZ

1d•Onsite

About The Position

The Service Operations Supervisor manages client relationships, ensures seamless service delivery, and supports payroll and tax-related processes. The role coordinates user setup and training, supports client retention, and serves as a liaison between clients and internal operations. It also oversees payroll processing, analyzes data to identify process improvements, and provides guidance on tax and reporting requirements. This position is performed on site in a professional, climate-controlled office environment. It requires regular attendance for secure system access, collaboration on sensitive technical matters, operational meetings, and hands-on work. The role involves regular computer and standard office equipment use, extended screen time, in-person collaboration, and minimal exposure to physical hazards.

Requirements

High school diploma.
Previous supervisory experience.
Experience using Microsoft Office software, including Outlook, Teams, Excel, and PowerPoint, and ability to learn other applications as needed.
Excellent communication and interpersonal skills; ability to collaborate across teams and build positive working relationships.
Strong time-management skills and ability to prioritize in a fast-paced environment.
Ability to collaborate with internal departments to support operations and workflow coordination.
Strong work ethic and commitment to teamwork.
Sound decision-making skills, including evaluating complex information and determining appropriate actions.
Professionalism, reliability, and enthusiasm.
Exceptional attention to detail and ability to review information for accuracy.
Ability to manage multiple tasks and projects, solve problems, make informed decisions, and handle high-pressure situations calmly.
Ability to communicate effectively in writing and verbally, conduct presentations and training, and work sensitively with people from diverse cultural backgrounds.
Ability to perform the physical and communication demands described, including computer use, occasional office mobility, and handling light office supplies.
Regular on-site attendance.

Nice To Haves

2+ years of PEO, ASO, HCM, or multistate experience is preferred.
2–4 years of experience in customer service, payroll, HRIS, or a related PEO/ASO/HCM environment is preferred.
Equivalent combinations of experience, skills, and education, including relevant nontraditional degree or job training programs, may be considered.

Responsibilities

Serve as the primary contact for an assigned group of clients.
Coordinate user setup and train clients on web-based payroll, custom reporting software, and service platforms.
Work with internal teams, clients, and business consultants to intervene proactively with at-risk clients and support retention.
Build and maintain relationships with clients, internal partners, brokers, and peers through proactive communication and service recommendations.
Liaise between clients and internal operations to ensure services are delivered according to department SOPs.
Coordinate and lead client meetings about escalated issues or significant account matters.
Identify gaps in client processes and introduce products or services based on client needs.
Manage and escalate client issues through communication platforms, including submitting cases in Client Space to internal departments.
Determine and recommend annual increases or reductions to client administrative fees.
Guide clients through tax account registration, answer payroll tax questions, and obtain tax account login credentials when clients enter a new state.
Manage and escalate payroll tax notices and drive them to resolution.
Provide guidance on required state and federal reporting.
Ensure timely and accurate payroll processing; review processed payrolls and resolve errors and issues.
Monitor Payroll Specialists' work and ensure payroll accuracy; assist with payroll calculations and deductions as needed.
Maintain clear and consistent client communications.
Work with the Quality Control Team on current- and prior-year voids and resolution of posted payroll errors.
Analyze payroll problems and provide appropriate resolutions.
Communicate regularly about Service Associates' performance, recommend training, and assist with employee coaching.
Collaborate with the Manager to implement changes, provide team-performance feedback, and escalate client issues.
Schedule and facilitate weekly POD team huddles to discuss client escalations and learning opportunities.
Build and maintain working relationships across teams to coordinate client-related communications and services.
Help organize and maintain shared team resources such as checklists, templates, and reference materials.
Provide occasional backup for routine payroll processing during high-volume periods or team-member absences.
Attend webinars and training to stay current on company and department best practices.

Benefits

Medical, dental, and vision coverage.
401(k) with company match.
Paid time off, holidays, parental leave, and sick leave as required by applicable state law.
Life insurance.
Short-term and long-term disability coverage.
Employee assistance program (EAP).
Flexible spending account (FSA) and health savings account (HSA).
Identity theft protection.
Critical illness, accident, cancer, and hospital protection coverage.
Legal insurance.
Pet insurance.