Service Operations Supervisor - AZ - On Site

Vensure Employer Solutions • Chandler, AZ

1d • Onsite

About The Position

The Service Operations Supervisor manages client relationships and oversees the delivery of services, including payroll and tax-related processes. The role coordinates client user setup and training, supports retention efforts, serves as a liaison between clients and internal operations, and helps ensure accurate and timely payroll processing. It also reviews payrolls, resolves issues, supports tax and reporting requirements, analyzes process problems, and coaches team members. This position is performed onsite in a professional, climate-controlled office environment with regular use of computers and standard office equipment.

Requirements

• High school diploma.
• Previous supervisory experience.
• Experience with Microsoft Office applications, including Outlook, Teams, Excel, and PowerPoint, and ability to learn other applications.
• Excellent communication and interpersonal skills, including the ability to collaborate across teams and build positive working relationships.
• Strong time-management and prioritization skills in a fast-paced environment.
• Sound judgment and decision-making skills, including evaluating complex information and determining appropriate actions.
• Strong attention to detail and commitment to accuracy.
• Professionalism, reliability, enthusiasm, a strong work ethic, and commitment to teamwork.
• Ability to manage multiple tasks and projects, solve problems, and handle high-pressure situations calmly.
• Ability to communicate clearly in writing and verbally, provide instructions and support, and conduct presentations and training.
• Ability to communicate sensitively with people from diverse cultural backgrounds.
• At least 2 years of PEO, ASO, HCM, or multistate experience, or an equivalent combination of experience, skills, and education, is required.
• Ability to perform a variety of assignments in a print room, including operating different equipment and learning machinery or processes as needed.

Nice To Haves

• 2–4 years of experience in customer service, payroll, HRIS, or a related PEO/ASO/HCM environment.
• PEO, ASO, HCM, or multistate experience.

Responsibilities

• Serve as the primary contact for an assigned group of clients and maintain strong relationships through proactive communication and service recommendations.
• Coordinate user setup and train clients on web-based payroll, custom reporting software, and service platforms.
• Facilitate retention efforts for at-risk clients in collaboration with internal teams, clients, and business consultants.
• Act as a liaison between clients and internal operations to support service delivery in accordance with department SOPs.
• Coordinate and lead client meetings to address escalated issues and significant account matters.
• Identify client process gaps and recommend products and services based on client needs.
• Manage and escalate client issues through communication platforms, including submitting cases 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 state and federal reporting requirements.
• Ensure payroll is processed accurately and on time; review processed payrolls and resolve errors and issues.
• Monitor Payroll Specialists’ work and assist with payroll calculations, deductions, and payroll processing as needed.
• Maintain clear and consistent client communications and collaborate with the Quality Control Team on current- and prior-year voids and posted payroll errors.
• Analyze payroll problems and determine appropriate resolutions.
• Communicate about Service Associates’ performance, recommend training, and assist with employee coaching.
• Collaborate with the Manager on changes and team performance feedback, and escalate client issues.
• Schedule and facilitate weekly POD team huddles to discuss client escalations and learning opportunities.
• Build relationships across teams and disciplines to coordinate client communications and services.
• Help maintain shared team resources, including 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 disability and long-term disability.
• 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.

What This Job Offers

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