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!
Working Hours: Must be able to commit working a flexible schedule to meet the demands of the business.
Position Overview:
The Manager Operations Risk Mitigation is responsible for the overall Operations response to incidents, ensuring that they are handled effectively and swiftly. This role is designed for individuals who understand client needs and how they use our software and understand our software enough to identify the implications of an unexpected event on the user's ability to perform their business functions. As the primary leader of incidents, you will provide structure, guidance and policies that enable effective incident remediation. You will collaborate with Product to communicate Operations and client impacts, ensuring effective responsive from Product and will ensure Operations stakeholders are involved and updated based on the incident needs. You will lead a team of Incident resources who will support live reactive incidents, scheduled incident remediation, incident resources and education and reporting. This role demands the ability to make independent decisions in critical situations, often with minimal time to prepare, involving various levels of the organization, including Executives. The environment is fast paced, involving high-risk interactions, and requires a self-driven individual who can take initiative, solve complex problems, gather requirements on the spot and make data informed decisions.
Overall Responsibilities:
Leadership and Oversight: Provide strategic leadership and oversight of the incident management team including effective tools, processes and resources.
Lead and develop the Incident Response team for Operations-related incidents, including triaging, impact assessment, action determination, and stakeholder communication.
Manage the incident response team, fostering a positive environment, setting goals, providing coaching, and aligning with organizational priorities.
Establish team tools, resources, and processes to effectively support Operations incidents.
Drive continuous process improvements to enhance speed, effectiveness, and client sentiment related to incidents.
Resolution & Risk Mitigation: Plan, resource and coordinate incident response, devising remediation strategy, implementing and assessing effectiveness. Provide oversight of key people and activities throughout the incident.
Lead the process of planning, triage and execution of effective incident responses, including tools, processes, education, and resources.
Analyze situations and data to make informed decisions and provide guidance to the team.
Provide oversight to incident action plans, ensuring timely resolution and intervening when needed.
Regularly partner with Product to assess and troubleshoot incidents, identify the root cause and identify opportunities to minimize future issues.
Lead, coach and guide the incident response team in making decisions, prioritizing incident handling, and effectively resolving incident implications based on risk, urgency and impact.
Lead efforts to provide data, reporting, and insights related to incidents across the organization.
Leverage data and trends to anticipate resource needs and ensure sufficient staffing.
Identify and address issues and risks, partnering with relevant functions as needed, including Business Resilience, Government Relations, Distribution, Tax, Service, Support, Implementation and others.
Communication & Influence: Regularly collaborate with and influence senior leadership, communicating with stakeholders, and tracking the progress and effectiveness of incident resolution. Ensure effective incident communication across the organization based on incident urgency and needs.
Develop and deliver presentations to audiences of all levels, including executives.
Gain Operations leadership buy-in to ensure their effective engagement in incidents and remediation strategies.
Develop and maintain effective working relationships with key partners across the organization to enable effective incident response and remediation.
Requirements:
Bachelor's degree or equivalent education and experience required.
3+ years in an operational management role in a high-volume environment.
Experience using reporting and metrics as a key part of the job (Monthly/Quarterly KPIs)
At least 3 years of experience handling highly critical situations, escalated clients, and executing plans under tight timelines.
Demonstrated capacity to lead in high pressure situations, make decisions in ambiguous situations, and drive cross group consensus in short periods.
Excellent communication (written & verbal) and presentation skills, with the ability to effectively engage and influence stakeholders at all levels.
Analytical mindset with the ability to collect and interpret data, identify trends, and make data-driven decisions to improve efficiency and effectiveness.
Strong project management skills, with the ability to prioritize and manage multiple initiatives simultaneously.
Strong leadership qualities, including the ability to motivate, mentor, and develop team members.
Preferred Skills:
Proven experience in operations, incident management, or a related role
2+ years of experience with PCTY Product knowledge
Strong interpersonal skills
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 LeaveBenefits@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.
This role can be performed from any office in the US. The pay range for this position is $80,000 - $110,000/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. (https://rise.articulate.com/share/NWT-xukAz2nsMapN3L3TSRXfxzBGrFh_#/) 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.
