Overview In this role you will lead a specialized payroll operations team dedicated to resolving complex historical payroll issues and ensuring smooth cross functional collaboration. You'll shape the operating rhythm, coach and develop the team, and partner with a senior SME to turn expertise into repeatable processes. You help manage escalations, surface risks early, and drive scalable support for thousands of employers. This is a people- and operations-focused leadership position in a fast-growing fintech environment with a mission to simplify payroll."
Compensation / Benefits- flexible PTO and sick leave
- generous paid parental leave
- 401k retirement plan
- $100 monthly home internet and mobile stipend
- medical, dental, vision insurance
- short-term/long-term disability insurance and life insurance
Responsibilities- Own the team's day-to-day operating rhythm (priorities, queue health, resource allocation, standups, escalation paths, SLA performance)
- Manage and develop a team of payroll operations specialists through coaching and performance management
- Create visibility into team performance and surface risks and bottlenecks
- Partner with the senior SME to turn technical expertise into repeatable processes and documentation
- Own complex operational escalations and coordinate with technical or cross-functional partners
- Collaborate with leaders across Support, Filing, Tax Operations, Product, and R&D on cross-functional issues
- Advise the head of the department on strategy, staffing, and operational decisions
Key requirements- 4-6+ years in operations, technical support, support operations, client service, or similar execution-heavy environment
- Meaningful people management experience
- Strong operational judgment with ability to balance priorities, capacity, SLAs, and customer impact
- Track record of formal people management and team growth
- Strong communication skills with ability to translate detail for different audiences
- Genuine learner with interest in a niche domain and comfort in unsure or evolving domains
- Bias toward building durable, repeatable systems
- Travel & Office policy flexibility (remote, hybrid, or NYC/SF offices)
- leadership
- coaching and feedback
- communication
- payroll operations knowledge
- escalation management
- cross-functional partnership
