Manager Technical Operations (Implementation and Support)

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. And 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. 

Help our award-winning technology company run effectively as you take on big challenges and find solutions with a position in Operations.

Use your problem-solving skills to shape the way others see Paylocity. Launch your career with us! 

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. 

Position Overview

The Manager of Technical Operations leads their team across various internal departments to ensure a successful ongoing client experience. The manager is responsible for providing leadership and support to their employees through effective performance management and guidance. In addition, the manager will ensure client needs are met on time with high quality through their functional life cycle, including analysis and programming. 

Primary Responsibilities 

The below represents the primary duties of the position, others may be assigned as needed. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge and Application

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

Complexity and Problem Solving

• Technical Challenges: 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.
• Project Management: 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.
• Strategic Planning: Experience in assisting 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.

Discretion and Impact

• Decision-Making: Authority to make critical decisions regarding team operations, process improvements, and technical solutions. Responsible for determining the correct team structure and developing processes to meet organizational goals.
• Customer Experience: Impact on customer satisfaction through effective management of implementations and issue resolution. Ability to set and manage customer expectations and deliver high-quality support.
• Innovative Solutioning: Proactively identifies opportunities to leverage AI, automation, and scalable tools to solve complex problems, improve operational efficiency, and enhance both team effectiveness and customer experiences. 

Collaboration and Interaction

• Cross-Functional Collaboration: 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.
• Stakeholder Engagement: 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

• Team Leadership: 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.
• Performance Management: 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.
• Operational Oversight: Direct resources to design, program, implement, and test technical solutions, ensuring adherence to best practices and performance standards.
• Delivery & SLAs: 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

• Integration Development: Design, program, implement, test, and support integrations with new and existing vendors
• Platform Conversion: Convert integrations from old platforms to new platforms
• Data Integration Projects: Experience managing data integration projects and interfacing with external partners is a plus
• Software Requirements: Experience defining software requirements is preferred
• File Transfers: Experience working with company-to-company file transfers is preferred
• File Security: Knowledge of EDI/XML file security is preferred
• SQL Proficiency: 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.

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. 

We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. To request reasonable accommodation in the job application or interview process, please contact accessibility@paylocity.com. This email address is exclusively designated for such requests, aligning with federal and state disability laws. Please do not send resumes to this email address, as they will be removed. 

The base pay range for this position is $89,700 - $128,100 /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. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed. Base pay information is based on market location. Applicants should apply via www.paylocity.com/careers. 

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