Service Operations Manager - AZ - On Site

Service Operations Manager

The Service Operations Manager oversees daily operational performance within assigned PODs or service teams, ensuring consistent delivery of high-quality service, accurate payroll operations, and exceptional client experience. This role bridges frontline leadership and senior regional leadership by supporting service operations supervisors, managing escalations, monitoring KPIs, developing staff, and driving process improvements. The Manager partners closely with cross-functional departments to support retention, operational efficiency, and compliance initiatives.

Essential Duties and Responsibilities:

• Provide day-to-day leadership and direction to Service Operations Supervisors, Service Consultants, and Payroll Specialists.
• Conduct regular 1:1s, monitor performance metrics, identify coaching opportunities, and support professional development plans.
• Ensure adherence to Standard Operating Procedures (SOPs) and operational guidelines.
• Facilitate weekly POD huddles, ensuring alignment on client escalations, trends, and learning opportunities.
• Act as a primary escalation point for complex or high-impact client issues requiring managerial involvement.
• Support Supervisors and Service teams in resolving payroll, tax, system, compliance, and service-related concerns.
• Review high-risk clients and intervene proactively by recommending service and retention strategies.
• Provide leadership during client meetings where significant issues, trend analysis, or service realignment is required.
• Oversee daily service operations to ensure timely, accurate payroll processing and exceptional client service.
• Monitor department KPIs such as retention, case resolution time, error rates, and client engagement patterns.
• Perform trend analysis to identify process gaps and recommend operational improvements.
• Partner with Quality Control, Payroll Tax, Implementation, and Compliance teams to ensure seamless workflow execution.
• Conduct performance reviews, manage staffing needs, and participate in hiring/selection processes.
• Review and approve escalated client fee adjustments and account-level recommendations from Supervisors.
• Support the development, rollout, and maintenance of department SOPs, workflows, and training standards.
• Collaborate with the AVP and executive leaders on strategic operational initiatives.
• Assist with cross-functional project work, including system enhancements, compliance updates, and service optimization efforts.
• Provide internal training to Supervisors and Service staff regarding system updates, payroll best practices, and department initiatives.
• Regular attendance at the assigned work location for our corporate office locations is an essential job function.

Marginal Functions:

• Build, maintain and promote relationships with team members, peers across disciplines, and all other company team members ensuring effective coordination of communications and services affecting clients.
• Provide backup support during high-volume periods or team member absences.
• Attend webinars and training to stay up to date on best practices related to the company and department.
• Act as a resource and mentor for Specialists by assisting with complex questions and sharing expertise.
• Complete projects and other duties as assigned by supervisor.

Knowledge, Skills, and Abilities:

• Ability to adapt to change, support team transitions, and guide staff through evolving processes, systems, and organizational expectations.
• Strong level of understanding of payroll processing, HRIS functions, and multi-state compliance requirements.
• Strong analytical, troubleshooting, and problem-solving abilities for complex issues.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and build positive working relationships.
• Communicates clearly and professionally in both written and verbal formats.
• Strong time-management skills, with the ability to prioritize effectively in a fast-paced environment.
• Flexibility to perform a variety of assignments as needed.
• Strong ability to collaborate effectively with internal departments to support seamless operations and workflow coordination.
• Excellent leadership and customer service skills, with the ability to guide teams, resolve escalations, and maintain service excellence.
• Strong work ethic and commitment to teamwork, contributing positively to a collaborative and supportive work environment.
• Performs well under pressure, maintaining professionalism and composure while working with a variety of personalities and situations.
• Demonstrated ability to maintain strict confidentiality and handle sensitive information with professionalism and discretion.
• Exceptional attention to detail, including the ability to thoroughly review printed documents and ensure they meet quality and accuracy standards.
• Experience in Microsoft Office software (Outlook, Teams, Excel, PowerPoint) and demonstrated ability to learn other applications as needed.
• Maintains high levels of organization.
• Follows through on tasks reliably and ensures accuracy in documentation and communications.

Education & Experience:

• College degree preferred or equivalent combination of experience, skills, education (including other relevant non-traditional degree programs, or job training programs) required.
• 3+ years of PEO, ASO, HCM, or multistate payroll/service operations experience required.
• 1–2 years of supervisor or team lead experience required; management experience preferred.
• Experience with PRISM or similar HRIS/payroll systems preferred.

Physical, Mental, & Communication Demands:

• Physical Demands: Sedentary Work: Primarily involves sitting for extended periods, often at a desk or computer. Manual Dexterity: Frequent use of hands and fingers to operate a computer keyboard, mouse, and other office equipment. Mobility: Occasional walking or traversing throughout the office to meet with leaders and other employees. Visual Acuity: Ability to read and analyze data on a computer screen (or to read and analyze data with reasonable accommodation) and in printed materials. Lifting & Carrying: Minimal physical lifting required, but may involve handling documents, and lifting light office supplies.
• Mental Demands: Attention to Detail: High level of accuracy needed for managing client accounts. Problem-Solving: Ability to troubleshoot issues related to client escalations or complaints. Multitasking: Manage multiple tasks and projects simultaneously, often under tight deadlines. Decision-Making: Make informed decisions regarding when it is appropriate to escalate client concerns or issues. Stress Management: Handle stressful situations calmly and effectively, especially when dealing with client concerns.
• Communication Demands: Interpersonal Skills: Strong ability to build relationships and communicate effectively with employees, managers, clients and external vendors. Cultural Sensitivity: Communicate with individuals from diverse cultural backgrounds, demonstrating cultural awareness and sensitivity. Written Communication: Prepare clear and concise documentation, including emails and notes. Verbal Communication: Conduct presentations and employee training sessions; provide clear instructions and support to clients, employees and managers. Presentation Skills: Present information effectively in training sessions with clients and other employees.

Environmental Conditions: Indoor, office environment. May occasionally have a moderate noise level from copiers, W2 or check printers, or co-workers.

Disclaimer: This job description in no way states or implies that these are the only duties to be performed by the employee filling this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by management. Management has the right to add to, revise, or delete information in this job description. Reasonable accommodation will be made to enable qualified individuals with disabilities to perform the essential functions of this position. This document does not create an employment contract, implied or otherwise. Employment remains "at will". This position is eligible for the following benefits: Health Insurance: Medical, dental, and vision coverage Retirement Plan: 401(k) with company match Paid Time Off: PTO, Holidays, Parental leave and Sick Leave provided as required by applicable state law Other Benefits: Life insurance, short term disability, long term disability, employee assistance program (EAP), flexible spending account (FSA), health savings account (HSA), Identity theft protection, critical illness, accident, cancer, hospital protection, legal and pet insurance.