Senior Manager Managed Services

Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company has become one of the fastest-growing HCM software providers worldwide by offering an intuitive, easy-to-use product suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture.

While traditional HR and payroll providers automate basic HR processes such as payroll and benefits administration, Paylocity goes further by developing tools that HR and businesses need to compete for talent and deliver against the expectations of the modern workforce.

We give our employees what they need to succeed, including great benefits and perks! We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances. And if it’s career development you desire, we provide that, too! At Paylocity, people matter most and have always been at the heart of our business.

Help our award-winning technology company run effectively as you take on big challenges and find solutions with a position in Operations.

In-Office: This is a 100% in-office role based at our Schaumburg, IL location. Remote or hybrid work is not available for this position. Candidates must be able to work on-site five days per week during designated work hours.

Position Overview

The Senior Manager of Managed Services oversees a team of Customer Service Representatives, Team Leads, and Managers, providing guidance and support as needed. The Senior Manager plays a critical role in leading and directing teams to ensure exceptional customer service delivery and retention of our clients. The role will work collaboratively with leaders within the department and across the organization. This role is not only dedicated to our commitment to servicing our clients, but also growing our team leads and managers within the service organization.

Primary Responsibilities

The below represents the primary duties of the position, others may be assigned as needed. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Demonstrated success in resource planning, workforce optimization and performance management.
• Building a culture of engagement and accountability. Responsible for personnel staffing, morale, measurement, decreasing turnover and employee development.
• Responsible for development and accountability of Key Performance Indicators and reporting the KPIs to senior management.
• Responsible for ensuring efficient delivery of services while improving processes and reducing costs.
• Ensuring effective communication between Customer Service Representatives and all internal and external partners both verbally and in writing. Provide necessary coaching when necessary.
• Leading the team to achieve customer service and financial targets while being accountable to the approved fiscal budget.
• Experience developing strategic plans aligned with business objectives and managing the execution to achieve expected goals.

Education and Experience

• Bachelor’s degree required
• 7+ years of relevant experience in managed services, operations or related fields.
• 5+ years in an operational leadership role in a high-volume environment.
• Experience with monitoring tools, ticketing systems and reporting dashboards.
• Strong analytical and trouble shooting skills for high-level escalation support.
• Demonstrated success in resource planning, workforce optimization and performance management.
• Proven success of management concepts and practices including supervising and motivating employees, performance management and employee development/training.
• Experience developing, implementing and managing control/auditing processes via a recognized process improvement methodology, (such as Lean Six Sigma), is required.
• Experience managing employees working on both task oriented and project driven tasks a strong plus.
• Experience managing tasks in a matrix project management environment is a strong plus.
• Experience developing and driving adoption of cross departmental processes preferred.
• Experience collecting data and driving development priorities using a data focused approach.
• Extensive experience with a multi-customer product required.
• Demonstrated use of a Process Improvement methodology is required.
• Strong communication skills with external parties and senior stakeholders required.

Physical requirements

• Ability to sit for extended periods: The role requires sitting at a desk or workstation for long periods, typically 7-8 hours a day.
• Use of computer and phone systems: The employee must be able to operate a computer, use phone systems, and type. This includes using multiple software programs and inquiries simultaneously.

Paylocity is an equal-opportunity employer. Paylocity is committed to the full inclusion of all individuals. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. At Paylocity, we believe diversity makes us better.

We embrace and encourage our employees’ differences in age, culture, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion or spiritual belief, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. We actively cultivate these differences through our employee resource groups (ERGs), employee experiences, perspectives, talents, and approaches to drive innovation in the software and services we provide our customers.

We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. To request reasonable accommodation in the job application or interview process, please contact accessibility@paylocity.com. This email address is exclusively designated for such requests, aligning with federal and state disability laws. Please do not send resumes to this email address, as they will be removed.