Mgr, Payroll Services

Deltek, Inc.; United States; Remote; USD 71,000 - 125,000; Full time

Job summary

Deltek, Inc. is seeking a Payroll Service Support and Onboarding Manager to lead onboarding and ongoing service for customers from a remote U.S. office.

The role focuses on delivering exceptional client experiences, coaching teams, and driving operational excellence in a fast-paced environment. You will oversee onboarding through ongoing support, partner with Payroll Operations, Tax, and Product, and ensure compliance and best practices across the client lifecycle.

Qualifications

• 5+ years leading customer-facing service, support, onboarding, implementation, payroll, or customer success teams.
• Proven ability to coach and develop high-performing teams.
• Strong operational leadership with managing workloads, SLAs, and metrics.
• Excellent verbal and written communication skills.
• Proven ability to collaborate across multiple departments and build relationships.
• Strong analytical, organizational, and problem-solving abilities.
• Experience managing escalations and driving issue resolution.
• Ability to balance multiple priorities in a fast-paced environment.
• Attention to detail and commitment to quality results.

Responsibilities

• Lead, coach, and develop Payroll Service Onboarding and Support teams to deliver exceptional customer experiences and business results.
• Oversee the customer journey from onboarding through ongoing support, ensuring timely issue resolution.
• Monitor team performance with service metrics, ticket management, and customer satisfaction indicators.
• Develop and implement best practices, processes, and improvements to increase efficiency and service quality.
• Partner with Payroll Operations, Tax, Product, Training, and other stakeholders to improve processes.

Skills

Leadership

Coaching

Communication

Relationship-building

Analytical thinking

Problem solving

Education

Bachelor's degree or equivalent

Job description

29-Sep-2026

Payroll Service Support and Onboarding Manager

US (Remote)

11264BR

Company Summary

As the recognized global standard for project-based businesses, Deltek delivers software and information solutions to help organizations achieve their purpose. Our market leadership stems from the work of our diverse employees who are united by a passion for learning, growing and making a difference. At Deltek, we take immense pride in creating a balanced, values-driven environment, where every employee feels included and empowered to do their best work. Our employees put our core values into action daily, creating a one-of-a-kind culture that has been recognized globally. Thanks to our incredible team, Deltek has been named one of America's Best Midsize Employers by Forbes, a Best Place to Work by Glassdoor, a Top Workplace by The Washington Post and a Best Place to Work in Asia by World HRD Congress.www.deltek.com

Business Summary

The Deltek Global Sales team has a passion for empowering project-based businesses to achieve their goals. We relentlessly focus on our customers' needs and strive to deliver an exceptional experience for all clients. If you are an enthusiastic, motivated professional who enjoys building and nurturing relationships - join our highly collaborative team to help power project success for our customers.

Position Responsibilities

Team Leadership & Development

• Lead, coach, and develop the Payroll Service Onboarding and Support teams to deliver exceptional customer experiences and business results.
• Foster a culture of accountability, continuous learning, collaboration, and customer success.

Customer Experience & Service Delivery

• Oversee the customer journey from onboarding through ongoing support, ensuring timely issue resolution and successful client outcomes.
• Serve as an escalation point for complex customer situations and help drive issues to resolution.

Operational Excellence

• Monitor team performance through service metrics, ticket management, workload distribution, and customer satisfaction indicators.
• Develop and implement best practices, processes, and operational improvements that increase efficiency, consistency, and service quality.

Cross-Functional Partnership

• Partner with Payroll Operations, Tax, Product, Training, and other stakeholders to improve processes and enhance the client experience.
• Ensure onboarding and support practices align with regulatory requirements and organizational objectives.

Business Systems & Process Management

• Develop expertise in the team's case management and ticketing platform and leverage system capabilities to improve team performance and client outcomes.
• Utilize data and reporting to identify trends, remove obstacles, and drive continuous improvement initiatives.

Qualifications

Required Qualifications

• 5+ years of experience leading customer-facing service, support, onboarding, implementation, payroll, or customer success teams.
• Demonstrated experience managing employee performance, coaching team members, and developing high-performing teams.
• Strong operational leadership skills, including experience managing workloads, service levels, and performance metrics.
• Excellent verbal and written communication skills.
• Proven ability to build relationships and collaborate effectively across multiple departments.
• Strong analytical, organizational, and problem-solving abilities.
• Experience managing customer escalations and driving issue resolution.
• Ability to balance multiple priorities in a fast-paced environment.
• Strong attention to detail and commitment to delivering quality results.

Preferred Qualifications

• Payroll service bureau, payroll operations, payroll implementation, or payroll support experience.
• Experience leading onboarding, implementation, customer success, or client support organizations.
• Experience working with ticketing, case management, or customer service management platforms.
• Knowledge of payroll processing, payroll tax, timekeeping, or related workforce management solutions.
• Experience driving process improvement initiatives through technology, reporting, and operational metrics.
• Bachelor's degree or equivalent combination of education and experience.

Career Interests

Customer Support

Compensation Info

The U.S. salary range for this position is $71,000.00-$125,250.00. This range is subject to change as Deltek takes a number of factors into consideration when determining individual base pay, such as location, job-related knowledge, skills and experience.
Benefits and perks listed here may vary depending on the nature of employment with Deltek. Employees have access to healthcare benefits, a 401(k) plan and company match, paid vacation time and holidays, well-living programs, short-term and long-term disability coverage, basic life insurance and tuition reimbursement.

Position Type

FT

Travel Requirements

No

Compliance Requirements

Certain roles may have additional privacy, security and compliance requirements to the extent they support Costpoint GCCM or similar product offerings.

EEO Statement

Deltek, Inc. is an Equal Opportunity / affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

E-Verify Statement

Deltek, Inc., utilizes the E-Verify program with every potential new hire. This makes it possible for us to make certain that every employee who works for Deltek is eligible to work in the United States. To learn more about E-Verify you can call 1-800-255-7688 or visit their website by clicking the logo below. E-Verify is a registered trademark of the United States Department of Homeland Security.

Applicant Privacy Notice

Deltek is committed to the protection and promotion of your privacy. In connection with your application for employment with us at Deltek, it is necessary for us to collect, store and use information about you ("Personal Data") to administer and evaluate your application. We are the "controller" of the Personal Data you provide