Manager Support Ops

Tensec; Schaumburg (IL); On-site; USD 74,600 - 105,000; Full time

Benefits offered by this job

401(k) match

Comprehensive benefits including medical, dental and vision

Job summary

Menlo Ventures is seeking an Operations Manager based in Schaumburg, IL. The role focuses on enhancing client experiences and optimizing processes across various departments. Key responsibilities include managing business programs, leading teams, and ensuring customer satisfaction. Candidates should have a Bachelor's degree and at least 5 years of operational management experience. The position offers a competitive salary between $74,600 - $105,000, along with a bonus and benefits.

Qualifications

• Minimum 5 years in an operational management role preferred.
• Experience with payroll and/or HR data is a heavy plus.

Responsibilities

• Support Benefits Services management in the development of change initiatives.
• Manage all aspects of key business programs and processes.

Skills

Operational management

Process improvement

Customer service

Team leadership

Education

Bachelor's degree or equivalent experience

Job description

Job Type

Full-time

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 delivering 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 processes such as payroll and benefits administration, Paylocity goes further by developing tools that HR and businesses need to compete for talent and meet the expectations of the modern workforce.

We provide employees with comprehensive benefits and perks, including medical, dental, vision, life, disability, and a 401(k) match, as well as resources that support you, your family, and your finances. Career development opportunities are also part of our culture.

Role Overview

Help our award‑winning technology company run effectively by taking on big challenges and finding solutions in Operations. Use your problem‑solving skills to shape how others see Paylocity and launch your career with us. This position is 100% in‑office at our Schaumburg, IL location; remote or hybrid work is not available. Candidates must be able to work on‑site five days per week during designated work hours.

The Manager, Service Ops leads their team across various internal departments to ensure a successful ongoing client experience. The manager provides leadership, performance management, and guidance to employees while ensuring client needs are met on time with high quality. The role is hands‑on, involving all stages of client experience processes, partnering with internal teams and external customers to capture voice of the customer and employee, translating insights into process improvement to resolve requests with high quality that exceed client and employee needs.

Responsibilities

• Support Benefits Services management in the development and rollout of change initiatives
• Work with all areas across the organization to analyze key business processes and identify areas for improvement within the Benefits Services department as it relates to Customer Service and Implementation
• Develop and implement business process improvements
• Work with Management to streamline and create consistent processes across all Tech Services teams
• Work with other departments such as Customer Service and Implementation to ensure a consistent support model is utilized across the business, increasing customer and AM satisfaction
• Manage all aspects of key business programs and processes (project prioritization, program approach, requirements generation, project timelines, planning and communication, scope and change management, training, implementation, etc.)
• Manage the support queue effectively to ensure timely resolution of issues and adherence to service level agreements (SLAs)
• Streamline processes and workflows to improve efficiency and effectiveness in handling support requests
• Develop and consistently report on key performance metrics for team and individuals while creating a system of accountability to hold team members accountable for metric performance
• May manage support for Large Client project management team
• May be asked to participate in or drive Lean Six Sigma continuous improvement efforts at least twice per year to improve the customer and/or employee experience
• Develop and motivate team members to reach departmental and company goals
• Recruit, hire, and develop onboarding plans to successfully onboard new team members as needed
• Develop and execute an ongoing learning/development plan for existing team members which includes Career Pathing
• Hold regularly scheduled one‑on‑ones with assigned team
• Positively and effectively handle escalated issues from customers or internal teams in a collaborative “win‑win” approach
• Maintain relationships and collaborate with key internal business partners to create the best customer experience

Requirements

• Minimum 5 years in an operational management role preferred
• Bachelor’s degree or equivalent experience in an operations‑focused role required
• Experience developing, implementing and managing control/auditing processes is required
• Experience managing employees working on both task‑oriented and project‑driven tasks is 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 working with payroll and/or HR data is a heavy plus

Physical Requirements

• Ability to sit for extended periods; 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.

Compensation

The base pay range for this position is $74,600 - $105,000/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. Pay information is disclosed in accordance with relevant state and local pay transparency laws for the location of this position.

Equal‑Opportunity Employer

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. We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities.