Embedded Payroll Program Lead for Partner Success

Arketa; United States; On-site; USD 100,000 - 140,000; Full time

Benefits offered by this job

Ownership and Advancement

Stock Options

Unlimited PTO

Health Insurance

Fitness Reimbursement

Parental Leave

Job summary

Arketa is seeking an Embedded Payroll Program Manager to own the strategy, process design, and success metrics behind our embedded payroll offering. You will stay closely connected to partners while developing scalable playbooks and coordinating with our payroll infrastructure partner.

In this role you’ll lead a small team, define onboarding workflows, track CSAT, and report the payroll program’s performance to leadership.

Qualifications

• 3-5+ years in program/project management, implementation, or customer-facing operations leadership.
• Experience designing processes and playbooks for a customer-facing function.
• People management experience, or strong readiness to manage a small team.
• Strong communication skills — explain payroll mechanics to non-experts.
• Ability to operate with ambiguity; this role and its scope will evolve.
• Experience with payroll, benefits, or embedded financial products is a strong plus.

Responsibilities

• Design the onboarding playbook, support triage process, and escalation paths, in partnership with the Implementation Account Manager and Payroll Specialist
• Define the handoff criteria between onboarding and ongoing support, and refine as volume grows
• Build the documentation and Help Center foundations the team executes against
• Own the roadmap and priorities for the payroll offering's customer-facing operations
• Define and track key metrics: time-to-launch, onboarding capacity, support resolution time, CSAT, and documentation coverage
• Own the reporting cadence to leadership on payroll offering performance
• Serve as a senior point of contact for Arketa's payroll partners, especially on complex relationships
• Coach the Implementation Account Manager and Payroll Specialist, and unblock escalations
• Coordinate with engineering, compliance, and customer success to keep implementations and support on track
• Translate recurring customer pain points into feedback for Product and Engineering

Skills

Program management

Implementation

People management

Process design

Communication

Ambiguity tolerance

Payroll knowledge

Job description

Arketa is seeking an Embedded Payroll Program Manager to own the strategy, process design, and success metrics behind our embedded payroll offering. You will stay closely connected to partners while developing scalable playbooks and coordinating with our payroll infrastructure partner.

In this role you’ll lead a small team, define onboarding workflows, track CSAT, and report the payroll program’s performance to leadership.