Overview
This role owns the strategy, process design, and success metrics behind an embedded payroll offering, serving as a senior point of contact for payroll partners. While day-to-day onboarding and support execution are handled by the Implementation Account Manager and Payroll Specialist, you will stay personally engaged on complex or highest-touch partner relationships and develop the playbooks the rest of the team executes.
Responsibilities
Program Strategy & Process Design
- Design onboarding playbooks, support triage processes, and escalation paths in partnership with the Implementation Account Manager and Payroll Specialist
- Define handoff criteria between onboarding and ongoing support, refining it as volume and the team grow
- Build the documentation and Help Center foundations for the broader team to use
- Own the roadmap and priorities for the payroll offering’s customer-facing operations
Metrics & Reporting
- Define and track key metrics including:
- time-to-launch
- onboarding capacity
- support resolution time
- support volume per customer
- CSAT
- documentation coverage
- Own the reporting cadence to leadership on operational performance of the payroll offering
Partner Support
- Serve as a senior point of contact for payroll partners, especially for complex, escalated, or strategic relationships
- Step in directly on partner issues that require program-level context or cross-functional involvement
- Build partner relationships that inform how onboarding and support processes should evolve
Team & Stakeholder Management
- Manage and coach the Implementation Account Manager and Payroll Specialist; unblock escalations they can’t resolve independently
- Manage the relationship with the payroll provider and coordinate with engineering, compliance, and customer success to keep implementations and support on track
- Translate recurring customer pain points into feedback for Product and Engineering
Requirements
- 3–5+ years in program/project management, implementation, or customer-facing operations leadership, ideally at a fintech, HR tech, or payroll company
- Experience designing processes and playbooks for a customer-facing function, ideally from scratch
- People management experience, or strong readiness to manage a small team
- Strong communication skills, including explaining payroll mechanics to non-experts and translating customer pain points to internal teams
- Ability to operate with ambiguity; scope and responsibilities will evolve
- Experience with payroll, benefits, or embedded financial products is a strong plus
Preferred Qualifications
- Experience with program-level partner support for complex or high-stakes relationships
Compensation & Benefits
- Estimated hourly rate: $48.08 to $67.31 (depending on experience and qualifications)
- Position status: non-exempt; eligible for overtime pay
- Base pay range: $100K - $140K
- Equity: equity is offered in addition to base pay
- Unlimited PTO
- Medical, dental, and vision health insurance
- Fitness class reimbursement
- Parental leave policy
Location