Sr. Payroll Support Manager

Bamboohr

Full-time - Mid Level

Onsite

Publishing Industries

About the position

As a Senior Manager of Payroll Support at BambooHR, you will lead and develop high-performing teams while enhancing the quality and efficiency of payroll support services. This role emphasizes collaboration across departments, continuous improvement, and the cultivation of talent within the organization. You will be responsible for driving strategies that optimize customer satisfaction and streamline operations, ensuring a seamless onboarding experience for clients.

Responsibilities

• Develop and implement strategies to enhance the quality and efficiency of support teams.
• Lead, mentor, and manage a team of payroll support managers, overseeing multiple support teams.
• Identify and implement process improvements to enhance the support team's efficiency and customer satisfaction (CSAT).
• Foster a culture of continuous improvement by encouraging innovation and efficiency in problem-solving and support processes.
• Collaborate with other departments, including Payroll Services, Product Management, and Engineering, to ensure alignment and optimize customer satisfaction.
• Develop strategies in conjunction with the operations team to streamline payroll team operations.
• Monitor team performance against service level agreements (SLAs) and key performance indicators (KPIs), making adjustments as necessary to meet or exceed targets.
• Develop and retain top talent, ensuring all headcount resources are fully utilized.
• Conduct regular performance reviews, provide feedback, and develop training programs to enhance the skills of managers and their teams.
• Conduct compensation and career advancement discussions with teams.
• Protect BambooHR's culture by strategically thinking about how decisions will change policies, practices, and personal stories, as well as employee and customer satisfaction.

Requirements

• 4+ years of successful management experience, preferably in a payroll support role.
• Proven track record of leading and scaling support teams in a fast-paced environment.
• Exceptional interpersonal and communication skills, with the ability to communicate complex technical information to all stakeholders.
• 5+ years of experience in the SAAS environment.
• Demonstrates exceptional communication skills.
• Able to function successfully in a collaborative team environment.
• Strong leadership skills - must be able to work confidently and effectively with multiple departments and levels within the company.

Nice-to-haves

• Understanding of and experience supporting payroll professionals and payroll applications.
• Experience being a leader of managers in the SAAS space.

Benefits

• 4 weeks paid time off
• 11 paid holidays
• Health Medical with HSA and FSA options, dental, and vision
• 401(k) with a generous company match
• Access to a personal financial planner
• Legal and life insurance
• Financial Peace University
• Paid time to give back to the community
• Educational expense coverage
• Incredible office amenities including a gym and pickleball courts
• Flexible work models (in-office, work-from-home, or hybrid)