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Vensure Employer Solutions, the largest privately held HR technology and service provider, is seeking a Service Operations Manager for its Chandler, Arizona office. The company serves over 95,000 businesses and processes $135B+ in annual payroll annually.
In this role, you will oversee daily operational performance within assigned service PODs (teams), ensuring consistent delivery of high-quality service, accurate payroll operations, and exceptional client experience. You will bridge frontline leadership and senior regional leadership by supporting Service Operations Supervisors, managing escalations, monitoring KPIs, developing staff, and driving process improvements.
Key Responsibilities:
- Provide day-to-day leadership and direction to Service Operations Supervisors, Service Consultants, and Payroll Specialists through regular 1:1s, performance monitoring, and professional development support
- Ensure adherence to Standard Operating Procedures (SOPs) and operational guidelines; facilitate weekly POD huddles for alignment on escalations and learning opportunities
- Act as primary escalation point for complex or high-impact client issues; support teams in resolving payroll, tax, system, compliance, and service-related concerns
- Oversee daily service operations to ensure timely, accurate payroll processing and exceptional client service
- Monitor department KPIs (retention, case resolution time, error rates, client engagement) and perform trend analysis to identify process gaps
- Partner with Quality Control, Payroll Tax, Implementation, and Compliance teams to ensure seamless workflow execution
- Conduct performance reviews, manage staffing needs, and participate in hiring/selection processes
- Review and approve escalated client fee adjustments and account-level recommendations
- Support development and rollout of department SOPs, workflows, and training standards
- Collaborate with AVP and executive leaders on strategic operational initiatives and cross-functional projects
- Provide internal training to Supervisors and Service staff on system updates, payroll best practices, and department initiatives
You will work in a fast-paced, detail-oriented environment where you manage multiple priorities simultaneously, handle client escalations with professionalism, and maintain strict confidentiality. The role requires strong analytical and problem-solving abilities, excellent communication skills, and the ability to guide teams through change while maintaining service excellence.
Requirements:
- College degree preferred or equivalent combination of experience, skills, and education (including non-traditional degree programs or job training) required
- 3+ years of PEO, ASO, HCM, or multistate payroll/service operations experience required
- 1–2 years of supervisor or team lead experience required; management experience preferred
- Strong understanding of payroll processing, HRIS functions, and multi-state compliance requirements
- Strong analytical, troubleshooting, and problem-solving abilities
- Excellent leadership, communication, and interpersonal skills
- Proficiency with Microsoft Office (Outlook, Teams, Excel, PowerPoint)
- Experience with PRISM or similar HRIS/payroll systems preferred
- Ability to adapt to change and guide staff through evolving processes and systems
- Exceptional attention to detail and strong organizational skills
