Manager Technical Operations (Implementation and Support)

About the role

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.

This is a fully remote position, allowing you to work from home or location of record within the U.S. with no in-office requirements. You must be available five days per week during designated work hours. The work arrangement for this role is subject to change based on business needs and individual performance. This may include adjustments to on-site requirements or schedule expectations, as necessary.

Primary Responsibilities

• Lead a team across various internal departments to ensure a successful ongoing client experience.
• Provide leadership and support to employees through effective performance management and guidance.
• Ensure client needs are met on time with high quality through their functional life cycle, including analysis and programming.
• Work with all areas across the organization to analyze key business processes and identify areas for improvement within the Technical Operations department as it relates to Customer Service and/or Implementation.
• Manage all aspects of key business programs and processes (project prioritization, program approach, requirements generation, project timelines, planning and communication, scope and change management and training, implementation, etc.).
• Address complex technical issues related to system performance and scalability.
• Design reusable solutions and document best practices for consistent, repeatable setups.
• Manage high-volume technical projects, ensuring timely and high-quality delivery.
• Identify and proactively resolve issues that impact team performance.
• Assist with the development of future system requirements and long-term strategic planning.
• Streamline processes and workflows to improve efficiency and effectiveness in handling Implementation and/or Support requests.
• Make critical decisions regarding team operations, process improvements, and technical solutions.
• Determine the correct team structure and develop processes to meet organizational goals.
• Set and manage customer expectations and deliver high-quality support.
• Proactively identify opportunities to leverage AI, automation, and scalable tools to solve complex problems, improve operational efficiency, and enhance both team effectiveness and customer experiences.
• Collaborate with internal partners and stakeholders to prioritize, manage, and develop project timelines.
• Work closely with the Director and development teams to define and implement new product features or enhancements.
• Maintain and develop relationships with key internal business partners to optimize the customer experience.
• Act as a liaison between technical teams and other departments to ensure alignment and effective communication.
• Manage and guide the daily activities of the technical team, including recruitment, onboarding, and professional development.
• Provide coaching, mentoring, and regular feedback to team members.
• Conduct regular one-on-one meetings, plan team events, and ensure positive employee morale.
• Develop and execute ongoing learning and development plans, including career pathing for team members.
• Direct resources to design, program, implement, and test technical solutions, ensuring adherence to best practices and performance standards.
• Manage team workstreams and queues effectively to ensure timely resolution of issues and adherence to service level agreements (SLAs) for phone metrics and key client KPIs.

Knowledge and Application

• Deep understanding of programming, system design, and application maintenance.
• Proven ability to develop, implement, and optimize scalable technical solutions.
• Expertise in evaluating and improving workflows and processes to handle significant growth and enhance operational efficiency.
• Skilled in developing and reporting on key performance metrics, creating systems of accountability, and applying Lean Six Sigma methodologies for continuous improvement.

Complexity and Problem Solving

• Ability to address complex technical issues related to system performance and scalability.
• Experience in designing reusable solutions and documenting best practices for consistent, repeatable setups.
• Proven capability to manage high-volume technical projects, ensuring timely and high-quality delivery.
• Skilled in identifying and proactively resolving issues that impact team performance.
• Experience in assisting with the development of future system requirements and long-term strategic planning.

Collaboration and Interaction

• Collaborate with internal partners and stakeholders to prioritize, manage, and develop project timelines.
• Work closely with the Director and development teams to define and implement new product features or enhancements.
• Maintain and develop relationships with key internal business partners to optimize the customer experience.
• Act as a liaison between technical teams and other departments to ensure alignment and effective communication.

Management and Supervision

• Manage and guide the daily activities of the technical team, including recruitment, onboarding, and professional development.
• Provide coaching, mentoring, and regular feedback to team members.
• Conduct regular one-on-one meetings, plan team events, and ensure positive employee morale.
• Develop and execute ongoing learning and development plans, including career pathing for team members.
• Direct resources to design, program, implement, and test technical solutions, ensuring adherence to best practices and performance standards.
• Manage team workstreams and queues effectively to ensure timely resolution of issues and adherence to service level agreements (SLAs) for phone metrics and key client KPIs.

Education and Experience

• Bachelor’s degree required.
• Must have managed a team that deals with a high volume of projects.
• Must have 3 years of personnel management experience.
• 5+ years of technical or programming related experience required.
• Must be able to demonstrate process and metrics focus.
• Should have significant experience in customer-facing situations.
• Experience managing and motivating employees virtually is preferred.
• Experience working cross-functionally, fostering strong relationships required.
• Experience developing, implementing and managing control/auditing processes is required.
• Experience with payroll and/or HR concepts preferred.
• Experience with Lean Six Sigma preferred; building repeatable processes and adjusting for corrective action.
• Experience developing and driving adoption (change management) of cross-departmental processes preferred.
• Strong and effective communicator preferred.
• Experience working with payroll and/or HR data a huge plus.

Additional Criteria for Partner Integration

• Design, program, implement, test, and support integrations with new and existing vendors.
• Convert integrations from old platforms to new platforms.
• Experience managing data integration projects and interfacing with external partners is a plus.
• Experience defining software requirements is preferred.
• Experience working with company-to-company file transfers is preferred.
• Knowledge of EDI/XML file security is preferred.
• Experience using SQL is a strong plus.

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.