Manager Managed Services Ops at Playocity

Schaumburg, Illinois, United States -

Full Time

Start Date

Immediate

Expiry Date

10 Jul, 26

Salary

110000.0

Posted On

11 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team leadership, Service delivery, Performance management, Client retention, Operational execution, Process improvement, Data analysis, Conflict resolution, Payroll software, HCM software, Communication, Problem-solving, Project management, Staff onboarding, Strategic planning, Reporting

Industry

Software Development

Description

Description 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. Use your problem-solving skills to shape the way others see Paylocity. Launch your career with us! In-Office: This is a 100% in-office role based at our Schaumburg, IL, Meridian, ID or Rochester, NY 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 Manager Service Delivery oversees a team of Service Delivery Leads and/or Managed Services Associates to ensure consistent, high quality client experiences across day to day operations. This role is responsible for team performance, operational execution, process adherence, and continuous improvement within the Managed Services function. 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. Monitor daily operations to ensure responsiveness, workload balance, and adherence to service SLAs. Lead, develop, and coach a team of Service Delivery Leads and/or Managed Services Associates to support client retention and service excellence. Conduct regular 1:1s, team huddles, and performance discussions focused on technical skills, client interactions, and service quality. Provide guidance on escalated client situations and ensure timely resolution. Foster a culture of accountability, continuous improvement, and cross-team collaboration. Review performance metrics and reporting to identify trends, gaps, and opportunities for intervention. Ensure consistent application of processes, policies, and operational standards across the team. Identify risks to client satisfaction (e.g., MSA turnover, skill gaps, volume issues) and develop mitigation plans. Champion best practices for payroll, HR, and HCM product usage to elevate client outcomes. Provide feedback on process pain points, system enhancements, and operational needs. Serve as a voice of the team to ensure tools, workflows, processes and policies support both employee and client experience. Participate and lead initiatives impacting service delivery, representing team needs and contributing operational expertise. Track key operational data and prepare summaries or recommendations for senior leadership as needed. Manage the hiring and onboarding of new team members, emphasizing the establishment of strong trusted relationships from day one. Collaborate with cross-functional partners to ensure that processes and tools are in place to best support clients and the MSO team. Education and Experience Bachelor’s degree required Minimum 2 years of previous leadership experience in a customer service/customer relationship role required. Experience in managed services, payroll and/or customer service environment Proven experience in escalations and improving client outcomes, driving retention Demonstrated ability to use metrics, reporting and data to guide decisions Strong organizational, communication and problem-solving skills Strong knowledge and experience of service delivery technologies Experience managing tasks in a matrix project management environment 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. The base pay range for this position is $75,000 - $110,000/yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. This position offers 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. Your personal data will be processed for recruitment purposes in accordance with our Notice of Privacy Practices for Job Applicants and applicable data protection laws.

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Responsibilities

The Manager of Managed Services Operations oversees a team of leads and associates to ensure consistent, high-quality client experiences and operational excellence. This role focuses on team development, performance monitoring, process adherence, and driving continuous improvement within the managed services function.