Senior Payroll Product Owner, Customer Support Manager

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

📋 Description

• Take charge of the comprehensive payroll product experience across the operating companies of Orion.

• Create and sustain the payroll roadmap, backlog, requirements, user stories, acceptance criteria, configuration decisions, and release priorities.

• Facilitate discovery sessions with Payroll, HR, Finance, Operations, field teams, and Operating Companies to devise scalable solutions.

• Oversee payroll configuration governance encompassing earnings, deductions, benefits, taxes, garnishments, unions, prevailing wage, time collection, PTO/accruals, reimbursements, labor costing, and integration with the general ledger.

• Authorize payroll-related configuration and product modifications within the limits of delegated authority, ensuring that decisions are documented, tested, and traceable.

• Assess releases and regulatory changes, evaluate business impact, coordinate testing efforts, and recommend readiness for production.

• Guarantee accurate and timely payroll processing through controls, reconciliations, issue prevention, and resolution of root causes.

• Serve as the senior functional owner for payroll inquiries, defects, and service interruptions, managing complex or high-impact cases to resolution.

• Triage and investigate payroll issues across configuration, master data, time entry, interfaces, taxes, calculations, approvals, security, and downstream accounting.

• Communicate clear status updates, workarounds, corrections, and closure information to employees, payroll teams, leaders, and Operating Companies.

• Create knowledge articles, troubleshooting guides, training materials, known-error records, and support playbooks; mentor Tier 1 and Tier 2 resources.

• Lead payroll implementations through requirements gathering, data validation, configuration, conversion, parallel testing, cutover, initial payroll, hypercare, and transition to steady-state support.

• Define test scenarios for regular and exception payroll situations and validate payroll and employee conversion data.

• Provide role-based training and readiness communications.

• Manage stabilization plans ensuring accountable ownership, deadlines, validated resolutions, and sustainable support documentation.

• Report directly to the VP of Systems; travel as necessary for implementations.

⛳️ Requirements

• Active Certified Payroll Professional (CPP) or Fundamental Payroll Certification (FPC) credential from PayrollOrg is required at the time of hire and must be maintained in good standing.

• A minimum of seven years of progressive payroll experience, including hands-on responsibility for complex, multi-state U.S. payroll.

• Proficient understanding of payroll calculations, taxation, wage-and-hour regulations, deductions, garnishments, year-end processing, corrections, reconciliation, internal controls, and audit support.

• Experience in owning or managing a payroll product, payroll module, HRIS, ERP, or workforce-management platform, including requirements, configuration, testing, releases, and production support.

• Proven track record in resolving complex payroll issues and transforming recurring support challenges into improvements in product, process, control, or training.

• Strong knowledge of time and labor management, job costing, accounting integration, and payroll general-ledger reconciliation.

• Bachelor’s degree in accounting, finance, human resources, information systems, business, or a related field, or equivalent relevant experience.

• Ability to communicate effectively with employees, payroll professionals, field leaders, executives, technical teams, vendors, and auditors.

• Preferred: experience in payroll ownership within construction, mechanical services, field services, or other multi-entity environments involving job costing, unions, certified payroll, and prevailing wage.

• Preferred: familiarity with COINS, ADP Workforce Now, employee self-service, mobile time capture, ERP integrations, service-management applications, or similar enterprise payroll technologies.

• Preferred: experience in acquisition integration, payroll conversion, parallel payroll processing, implementation cutover, and post-go-live stabilization.

• Preferred: knowledge of SOX-ready control design, segregation of duties, audit evidence, data governance, and experience within a private-equity-backed or rapidly scaling enterprise.

• Preferred: experience with service-management platforms and support analytics to manage SLAs, root causes, knowledge management, and customer satisfaction.

🏝️ Benefits

• Comprehensive benefits package including health, dental, and retirement plans.

• Opportunities for professional development and continuing education.

• Flexible work environment and a supportive team culture.