Payroll Program Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop the onboarding playbook, facilitate the triage process, and establish escalation paths.

• Determine handoff criteria between the onboarding phase and ongoing support.

• Create foundational documentation and Help Center resources.

• Oversee the roadmap and priorities for customer-oriented payroll operations.

• Define and monitor operational metrics, such as time-to-launch, onboarding capacity, support resolution time, support volume per customer, CSAT, and documentation completeness.

• Responsible for reporting operational performance to leadership.

• Act as a senior contact for complex, escalated, or strategic payroll partner relationships.

• Address partner issues that require program-level insights or cross-functional collaboration.

• Cultivate direct partner relationships to enhance onboarding and support processes.

• Manage and mentor the Implementation Account Manager and Payroll Specialist.

• Oversee the relationship with the payroll provider.

• Collaborate with engineering, compliance, and customer success teams.

• Transform recurring customer challenges into feedback for Product and Engineering teams.

⛳️ Requirements

• 3-5+ years of experience in program/project management, implementation, or customer-facing operations leadership, preferably within a fintech, HR tech, or payroll organization.

• Proven experience in designing processes and playbooks for customer-facing functions, ideally from the ground up.

• Experience in people management or a strong willingness to lead a small team is preferred.

• Excellent communication skills, including the ability to explain payroll mechanics to non-experts and convey customer challenges to internal teams.

• Capacity to work effectively in ambiguous situations.

• Background in payroll, benefits, or embedded financial products is highly advantageous.

• Authorization to work in the United States is required in the application form.

🏝️ Benefits

• Ownership and opportunities for career advancement.

• Competitive salary along with stock options.

• Unlimited paid time off (PTO).

• Comprehensive medical, dental, and vision health insurance.

• Reimbursement for fitness classes.

• Parental leave policy.