Service Operations Supervisor

Distro • Chandler, AZ

5d • Onsite

About The Position

Manage client relationships and ensure seamless delivery of payroll, tax, and service operations. Coordinate user setup and training for client-facing platforms, support client retention, act as liaison between clients and internal operations, oversee payroll processing, analyze processes for improvements, and advise on tax and reporting requirements.

Requirements

• Excellent communication and interpersonal skills for collaboration across teams and positive relationship building.
• Strong time-management and prioritization skills in a fast-paced environment.
• Flexibility to perform a variety of assignments within the role, operate different tools, run varied production jobs, and learn new processes as needed.
• Ability to collaborate effectively with internal departments to support seamless operations and workflow coordination.
• Strong work ethic, teamwork orientation, professionalism, reliability, and enthusiasm.
• Sound decision-making and problem-solving abilities, with attention to detail.
• Experience with Microsoft Office (Outlook, Teams, Excel, PowerPoint) and ability to learn other applications.
• High School Diploma required
• 2+ years of PEO, ASO, HCM, or multistate experience preferred, or equivalent combination of experience, skills, and education (including relevant non-traditional degree programs or job training).

Responsibilities

• Serve as the primary contact for an assigned group of clients.
• Coordinate user setup and provide training for web-based payroll, custom reporting software, and service platforms.
• Facilitate proactive intervention for at-risk clients, working with internal teams, clients, and business consultants to support retention.
• Manage client accounts and build strong relationships with clients, brokers, internal partners, and peers through proactive touchpoints and service recommendations.
• Act as liaison between clients and internal operations to ensure service delivery aligns with department SOPs.
• Coordinate and lead client meetings to review escalated issues or significant account matters.
• Identify gaps in client processes and recommend products and services to meet client needs.
• Manage and escalate client issues through communication platforms, including submitting cases in Client Space to internal departments.
• Recommend annual changes to clients’ administrative fees when appropriate.
• Provide guidance on client tax account registration, payroll tax questions, and obtain tax account login credentials for new-state registrations.
• Manage and escalate payroll tax notices and drive resolution.
• Assist with required state and federal reporting guidance.
• Ensure timely and accurate payroll processing, review processed payrolls, and resolve payroll errors.
• Monitor Payroll Specialists’ work, assist with payroll calculations and deductions, and support the team as needed.
• Maintain clear and consistent client communications.
• Work with Quality Control to process voids and resolve posted payroll errors.
• Analyze payroll issues and provide resolutions.
• Provide feedback on Payroll Associates and Service Associates performance, recommend training areas, and assist with coaching.
• Collaborate with the Manager on changes, team performance feedback, and escalation of client issues.
• Schedule and facilitate weekly POD team huddles for escalations and learning opportunities.
• Regular attendance at assigned corporate office location is essential; for team members located in or near Chandler, AZ or Duluth, GA, this is an in-office position.
• Build and maintain relationships with team members and peers across disciplines to ensure coordinated client communications and services.
• Organize and maintain shared team resources (checklists, templates, reference materials).
• Provide occasional backup support for routine payroll processing during high-volume periods or absences.
• Attend webinars and training to stay current on company and department best practices.
• Complete projects and other duties as assigned by supervisor.

Benefits

• Health Insurance: Medical, dental, and vision coverage.
• Retirement: 401(k) with company match.
• Paid Time Off: PTO, Holidays, Parental leave, and Sick Leave as required by state law.
• Other Benefits: Life insurance, short-term and long-term disability, Employee Assistance Program (EAP), FSA, 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: High school or GED