Senior Manager Client Services Ops, Enterprise - West
Menlo Ventures, Meridian, ID, United States
Job Type: Full‑time
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 offering 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 HR processes such as payroll and benefits administration, Paylocity goes further by developing tools that HR and businesses need to compete for talent and deliver against the expectations of the modern workforce.
We give our employees what they need to succeed, including great benefits and perks! We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances. If it’s career development you desire, we provide that, too! At Paylocity, people matter most and have always been at the heart of our business.
This is a 100% in‑office role based at our
Meridian, ID
location. Remote or hybrid work is not available for this position. Candidates must be able to work on‑site five days per week during designated work hours.
Position Overview
The Senior Manager Client Services Ops – Enterprise oversees Manager‑led teams of Account Managers, providing development & support, as well as Client Project Managers (CPMs), who drive and execute strategic support for our clients. The Senior Manager plays a critical role in leading and directing teams to ensure exceptional customer service delivery and retention of our clients. The role will work collaboratively with leaders within the department and across the organization to drive consistent, quality service delivery, as well as strategic initiatives centered around client satisfaction and retention, process improvement and operational excellence. This role is not only dedicated to our commitment to servicing our clients but also developing our leaders within the service organization.
Primary Responsibilities
Managing the execution of strategic initiatives to achieve expected goals and meet committed service level agreements.
Building a culture of engagement and accountability. Responsible for personnel staffing, morale, measurement, decreasing turnover and employee development.
Responsible for development and accountability of Key Performance Indicators and reporting the KPIs to senior management.
Responsible for evaluating processes involving internal and external partners and collaborating with those partners to improve them.
Ensuring effective communication between Account Managers and all internal and external partners both verbally and in writing. Provide necessary coaching when necessary.
Leading the team to achieve customer service and financial targets while being accountable to the approved fiscal budget.
Key examples include customer retention, employee retention, and customer satisfaction.
Education and Experience
Preferred bachelor’s degree or 7–10 years of relevant experience.
5+ years in an operational management role in a high‑volume environment.
Proven success of management concepts and practices including supervising and motivating employees, performance management and employee development/training.
Experience developing, implementing and managing control/auditing processes via a recognized process improvement methodology, such as Lean Six Sigma, is required.
Experience managing employees working on both task oriented and project driven tasks—a strong plus.
Experience managing tasks in a matrix project management environment—a strong plus.
Experience developing and driving adoption of cross departmental processes preferred.
Experience collecting data and driving development priorities using a data focused approach—a plus.
Experience working with payroll and/or HR data—a huge plus.
Extensive experience with a multi‑customer product required.
Demonstrated use of a Process Improvement methodology is required.
Strong communication skills with external parties required.
Physical Requirements
Ability to sit for extended periods: The 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.
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. At Paylocity, we believe diversity makes us better.
We embrace and encourage our employees’ differences in age, culture, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion or spiritual belief, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. We actively cultivate these differences through our employee resource groups (ERGs), employee experiences, perspectives, talents, and approaches to drive innovation in the software and services we provide our customers.
The base pay range for this position is $98,000 – $140,000/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 outlined here.
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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 offering 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 HR processes such as payroll and benefits administration, Paylocity goes further by developing tools that HR and businesses need to compete for talent and deliver against the expectations of the modern workforce.
We give our employees what they need to succeed, including great benefits and perks! We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances. If it’s career development you desire, we provide that, too! At Paylocity, people matter most and have always been at the heart of our business.
This is a 100% in‑office role based at our
Meridian, ID
location. Remote or hybrid work is not available for this position. Candidates must be able to work on‑site five days per week during designated work hours.
Position Overview
The Senior Manager Client Services Ops – Enterprise oversees Manager‑led teams of Account Managers, providing development & support, as well as Client Project Managers (CPMs), who drive and execute strategic support for our clients. The Senior Manager plays a critical role in leading and directing teams to ensure exceptional customer service delivery and retention of our clients. The role will work collaboratively with leaders within the department and across the organization to drive consistent, quality service delivery, as well as strategic initiatives centered around client satisfaction and retention, process improvement and operational excellence. This role is not only dedicated to our commitment to servicing our clients but also developing our leaders within the service organization.
Primary Responsibilities
Managing the execution of strategic initiatives to achieve expected goals and meet committed service level agreements.
Building a culture of engagement and accountability. Responsible for personnel staffing, morale, measurement, decreasing turnover and employee development.
Responsible for development and accountability of Key Performance Indicators and reporting the KPIs to senior management.
Responsible for evaluating processes involving internal and external partners and collaborating with those partners to improve them.
Ensuring effective communication between Account Managers and all internal and external partners both verbally and in writing. Provide necessary coaching when necessary.
Leading the team to achieve customer service and financial targets while being accountable to the approved fiscal budget.
Key examples include customer retention, employee retention, and customer satisfaction.
Education and Experience
Preferred bachelor’s degree or 7–10 years of relevant experience.
5+ years in an operational management role in a high‑volume environment.
Proven success of management concepts and practices including supervising and motivating employees, performance management and employee development/training.
Experience developing, implementing and managing control/auditing processes via a recognized process improvement methodology, such as Lean Six Sigma, is required.
Experience managing employees working on both task oriented and project driven tasks—a strong plus.
Experience managing tasks in a matrix project management environment—a strong plus.
Experience developing and driving adoption of cross departmental processes preferred.
Experience collecting data and driving development priorities using a data focused approach—a plus.
Experience working with payroll and/or HR data—a huge plus.
Extensive experience with a multi‑customer product required.
Demonstrated use of a Process Improvement methodology is required.
Strong communication skills with external parties required.
Physical Requirements
Ability to sit for extended periods: The 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.
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. At Paylocity, we believe diversity makes us better.
We embrace and encourage our employees’ differences in age, culture, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion or spiritual belief, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. We actively cultivate these differences through our employee resource groups (ERGs), employee experiences, perspectives, talents, and approaches to drive innovation in the software and services we provide our customers.
The base pay range for this position is $98,000 – $140,000/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 outlined here.
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