Payroll & HCM Client Support Lead

OneDigital; Phoenix (AZ); On-site; USD 90,000 - 120,000; Full time

Job summary

OneDigital is seeking a Client Support Manager to lead the Payroll Support organization, driving performance, quality, and scalable processes for a growing client base. You will coach Team Leads and Payroll Support Specialists, manage capacity and SOPs, and partner with cross-functional teams to deliver exceptional client experiences.

The role emphasizes developing team capabilities, tracking KPIs, and ensuring timely service delivery in a dynamic, growth-focused environment.

Qualifications

• 5+ years of experience in payroll, HCM, client support or related client-facing service environment.
• 2+ years of direct people management experience including performance management and development.
• Experience leading a client-facing support team managing multiple clients and time-sensitive requests.
• Strong working knowledge of payroll processes and HCM technology; ability to assess service risks and provide leadership.
• Experience managing capacity planning, queues, SLAs, and staffing based on service demand.

Responsibilities

• Lead and develop the Client Support team, setting clear expectations and coaching for performance.
• Oversee day-to-day operational performance and ensure timely, high-quality client service.
• Monitor KPIs, SLAs, quality standards, and client satisfaction metrics.
• Manage ticket queues, capacity, workload distribution, and escalation workflows.
• Collaborate with cross-functional teams to resolve client-impacting issues and improve processes.
• Provide leadership during organizational change and acquisition integrations.

Skills

Payroll knowledge

People leadership

Client support operations

Data-driven decisions

Communication skills

Education

Bachelor's degree in Business Admin or related field

Tools

Zoho One

UKG Ready

Job description

OneDigital is seeking a Client Support Manager to lead the Payroll Support organization, driving performance, quality, and scalable processes for a growing client base. You will coach Team Leads and Payroll Support Specialists, manage capacity and SOPs, and partner with cross-functional teams to deliver exceptional client experiences.

The role emphasizes developing team capabilities, tracking KPIs, and ensuring timely service delivery in a dynamic, growth-focused environment.