Service Operations Supervisor - AZ - On Site

Vensure Employer Solutions•Chandler, AZ

2d•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 client user setup and training, supports client retention, and serves as a liaison between clients and internal operations. It also oversees payroll processing, analyzes data and payroll problems to improve processes, and provides guidance on tax and reporting requirements. The supervisor monitors Payroll Specialists, supports coaching and performance development for Service Associates, and collaborates with the Manager on team performance and client escalations. The position is performed in a professional, climate-controlled office environment with typical office lighting and low to moderate noise. It involves regular computer and standard office equipment use, extended screen time, in-person collaboration and meetings, and minimal exposure to physical hazards. The position is on site in Arizona.

Requirements

High school diploma.
At least 2 years of PEO, ASO, HCM, or multistate experience, or an equivalent combination of experience, skills, and education, including relevant nontraditional degree or job training programs.
Previous supervisory experience.
Experience with Microsoft Office software, including Outlook, Teams, Excel, and PowerPoint, and demonstrated 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 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 documents for quality and accuracy.
Ability to perform varied assignments, operate different equipment, and learn new machinery or processes as needed.
Ability to read and analyze computer-screen and printed information, with reasonable accommodation where applicable.
Ability to manage multiple tasks and projects, solve problems, and handle high-pressure situations calmly.
Ability to communicate with people from diverse cultural backgrounds with awareness and sensitivity.
Ability to prepare clear written documentation and conduct presentations and employee training.

Nice To Haves

2–4 years of experience in customer service, payroll, HRIS, or a related PEO, ASO, or HCM environment.
At least 2 years of PEO, ASO, HCM, or multistate experience is described as preferred, alongside the stated required equivalent-experience pathway.

Responsibilities

Act as the primary contact for an assigned group of clients.
Coordinate user setup and provide training for client-facing web-based payroll, custom reporting software, and service platforms.
Facilitate proactive interventions for at-risk clients in collaboration with internal teams, clients, and business consultants to support retention.
Manage client accounts and build strong 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 in accordance with department SOPs.
Coordinate and lead client meetings about escalated issues or significant account matters.
Identify gaps in client processes and recommend products and 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 clients’ 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.
Assist with and provide guidance on required state and federal reporting.
Ensure timely and accurate payroll processing.
Review processed payrolls, resolve payroll errors and issues, and assist the team as needed.
Monitor Payroll Specialists who input payroll data and ensure payroll accuracy.
Assist with payroll calculations and deductions.
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 about Service Associates’ performance, recommend training areas, and assist with employee coaching.
Collaborate with the Manager to implement changes, provide feedback on team performance, and escalate client issues.
Schedule and facilitate weekly POD team huddles about client escalations and learning opportunities.
Build and maintain relationships with team members and peers across disciplines to coordinate communications and client services.
Help organize and maintain 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 department best practices.

Benefits

Medical, dental, and vision coverage.
401(k) with company match.
PTO, 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.