Lead Implementation and Services Ops

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.

Job Type
Full-time

Position Overview

The Lead Implementation and Services Ops manages the operations for their designated team. This includes providing leadership, coaching, training and mentoring to their team, and ensuring all critical aspects of department issues are met and resolved appropriately. The Lead meets with and provides coaching and feedback to their employees around areas of improvement and identify areas of success.

The Lead is instrumental in assisting management by providing feedback on staff performance, client issues, and actions to be taken to improve the department and maintain success. The Lead must be able to identify and effectively communicate areas of training improvements and common performance deficits as well as offer praise and positive promotion of a job well done.

Primary Responsibilities

• Supervising the work/operations of their assigned group on a day‑to‑day basis which may include delegation of work assignments to various team members
• Provide support, training and assist with coaching and development of new and existing team members
• Facilitate business and/or team update communications and ensure clarity of expectations through regularly occurring meetings, 1:1s or team huddles
• Are expected to provide input and recommendations to managers in the areas of performance management, promotional opportunities, employee terminations and performance issues which are generally followed by the manager
• Developing and implementing action plans to improve team or individual performance
• Positively and effectively handle escalated issues from customers or internal teams in a collaborative “win‑win” approach. Troubleshoot escalated departmental issues and offer solutions that align to both satisfaction and organizational direction (tiered approach)
• Works with team members and managers to develop and communicate process improvements and updates to the team
• Creates procedural documentation for work processes
• Request enhancements for internal systems or partner interfaces to improve workflows and client experience
• Research and communication with internal partners to answer inquiries
• Ensures quality service to our internal and external third‑party partners from their departments support team
• Works with all resources to become well rounded on all aspects of their designated department
• Keep track of team metrics and use them to measure staff performance and incentives. Ensure accountability to meet defined KPIs
• Become a subject matter expert in key areas of their department/processes; Use functional and technical knowledge to assist team members
• All other duties as assigned

Behaviors And Skills

• Demonstrated ability to Mentor/coach team and peers to success by providing timely coaching, feedback, and training that results in improved performance
• Organization – ability to work in a matrix environment with multiple stakeholders
• Expert project management skills, the ability to manage multiple projects and effectively prioritize, while delivering within deadlines is essential
• Excellent communication skills - understands and can adapt to the differences in communication styles to influence and drive results
• Ability to research and troubleshoot complex problems, combined with the ability to cultivate empathy, and effectively de‑escalate conflict, for a mutually beneficial solution
• Leverage data, available insights, and analytics to drive performance & decision making
• Collaboration in a team environment - can lead team meetings, while promoting inclusion and diversity
• Adaptable and flexible, with the ability to manage change successfully, and pivot when necessary while also effectively leading the team through change

Education And Experience

• Bachelor’s degree preferred
• Must demonstrate business‑level English proficiency, both written and spoken, to collaborate effectively with English speaking global teams.
• 2+ years prior experience in a client‑supporting operations role
• Prior experience leading a team
• Proficiency in MS office

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 syste