Senior Manager Voice of Client Ops

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. 

Help our award-winning technology company run effectively as you take on big challenges and find solutions with a position in Operations. Use your problem-solving skills to shape the way others see Paylocity. Launch your career with us!   

This is a fully remote position, allowing you to work from home or location of record within the U.S. with no in-office requirements. You must be available five days per week during designated work hours. The work arrangement for this role is subject to change based on business needs and individual performance. This may include adjustments to on-site requirements or schedule expectations, as necessary.

 Position Overview 

The Senior Manager Voice of Client (VoC) Ops, leads the strategic development and execution of a comprehensive VoC program that drives actionable insights and continuous improvement across the organization. This role partners closely with senior leaders across Operations and other business units to influence customer-centric transformation, enhance client experience, and embed feedback-driven decision-making into company culture. The Senior Manager is accountable for enterprise-level VoC communications, initiatives, and governance. 

Primary Responsibilities  

The following outlines the key responsibilities of the role. Additional duties may be assigned as needed. To perform this job successfully, the individual must demonstrate strong leadership, analytical, and strategic capabilities. 

Strategic Leadership 

• Define and govern the enterprise VoC strategy aligned with organizational goals. 
• Influence senior leadership and cross-functional teams to prioritize and execute initiatives that enhance customer-facing experiences and internal processes.  
• Establish governance and cadence for sharing VoC insights with executive leadership; provide strategic recommendations based on feedback analysis. 

Insights & Measurement 

• Manage and evolve the mechanisms to regularly measure client satisfaction, including measurement methods (e.g., NPS, CES, etc.), channels (e.g., surveys), target personas, frequency, etc. 
• Drive the design of the survey instruments, the questions, etc. in order to maximize the level of insight we learn from customers while making it easy to provide feedback 
• Identify key drivers of client sentiment and prioritize customer pain points through advanced analytics and trend analysis. 
• Manage and evolve measurement frameworks (NPS, CES) and feedback mechanisms. 
• Publish regular reporting of client satisfaction performance and key drivers, including executive summaries and actionable insights for leadership to inform decision-making. 

Technology & Enablement 

• Oversee dashboards, BI solutions, and reporting frameworks that convert feedback into insights. 
• Drive adoption and enhancement of VoC tools and platforms (e.g., survey, text analytics). 
• Develop roadmap for technology improvements supporting VoC initiatives. 

Execution & Continuous Improvement 

• Lead implementation of customer experience improvements based on VoC insights. 
• Collaborate cross-functionally to execute initiatives impacting NPS, loyalty, and KPIs. 
• Champion continuous improvement through emerging trends and innovative practices. 

Education and Experience 

• Bachelor’s Degree required; advanced degree preferred. 
• 7+ years in a client-focused or customer experience role, with increasing levels of responsibility. 
• 3+ years of people leadership experience, including managing cross-functional teams or programs. 
• Proven experience designing and executing enterprise-level VoC programs. 
• Expertise in survey and text analytics platforms (e.g., Medallia, Qualtrics). 
• Experience with tools such as Salesforce, Power BI, or similar platforms 
• Strong communication and storytelling skills; ability to translate complex data into compelling narratives. 
• Demonstrated success in influencing senior stakeholders and driving strategic initiatives. 
• Proficiency in data visualization, reporting, and performance measurement. 
• High degree of ownership, accountability, and strategic thinking. 
• Willingness and ability to travel up to 20% to support cross-functional collaboration, client engagement, and program implementation 

Physical Requirements 

• Ability to sit for extended periods (typically 7–8 hours/day). 
• Proficiency in operating computer and phone systems, including simultaneous use of multiple software programs. 
• Job Designation: Remote - Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.  This position requires approximately 20% travel to support cross-functional collaboration, client engagement, and program implementation. 

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. 

The base pay range for this position is $119,200- $170,300/yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. This position is eligible for an annual bonus and restricted stock unit grant based on individual performance in addition to a full range of benefits outlined here. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed. Base pay information is based on market location. Applicants should apply via www.paylocity.com/careers.