Senior Manager Client Services Ops, East-Majors

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!

This is a 100% in-office role based at our 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 Senior Manager Client Services Ops, East-Majors oversees a team of Account Managers, 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.

• Managing, the execution of strategic initiatives to achieve expected goals and meet committed service level agreements.

• 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 evaluating processes involving internal and external partners and collaborating with those partners to improve them.

• Ensuring effective communication between Account Managers 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.

• Key examples include customer retention, employee retention, and customer satisfaction.

Education and Experience

• Preferred bachelor's degree or 7-10 years of relevant experience.

• 5+ years in an operational management role in a high-volume environment.

• 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 is a plus.

• Experience working with payroll and/or HR data a huge plus!

• Extensive experience with a multi-customer product required.

• Demonstrated use of a Process Improvement methodology is required.

• Strong communication skills with external parties 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 [email protected]. 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 $98,000 - $140,000/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

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