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Vensure Employer Solutions, the largest privately held HR technology and service provider in the US, is seeking a Service Operations Manager for their San Antonio office. The company serves over 95,000 businesses and processes more than $135B in annual payroll.
In this role, you will oversee daily operational performance within assigned service teams (PODs) to ensure consistent, high-quality service delivery, accurate payroll operations, and excellent client experience. You will act as a bridge between frontline leadership and senior regional leadership, supporting Service Operations Supervisors, managing escalations, monitoring KPIs, developing staff, and driving process improvements.
Key responsibilities include:
- Provide day-to-day leadership and direction to Service Operations Supervisors, Service Consultants, and Payroll Specialists
- Conduct regular 1:1s, monitor performance metrics, identify coaching opportunities, and support professional development plans
- Ensure adherence to Standard Operating Procedures (SOPs) and operational guidelines
- Facilitate weekly POD huddles to align on client escalations, trends, and learning opportunities
- Act as primary escalation point for complex or high-impact client issues requiring managerial involvement
- Support teams in resolving payroll, tax, system, compliance, and service-related concerns
- Review high-risk clients and intervene proactively with service and retention strategies
- Provide leadership during client meetings involving significant issues or service realignment
- Oversee daily service operations to ensure timely, accurate payroll processing
- Monitor department KPIs such as retention, case resolution time, error rates, and client engagement patterns
- Perform trend analysis to identify process gaps and recommend operational improvements
- Partner with Quality Control, Payroll Tax, Implementation, and Compliance teams
- 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
- Assist with cross-functional projects including system enhancements and compliance updates
- Provide internal training to Supervisors and service staff on system updates and payroll best practices
Regular on-site attendance is essential due to secure system access, collaboration on sensitive technical matters, and hands-on involvement in operational activities.
Requirements:
- College degree preferred or equivalent combination of experience, skills, and education (including non-traditional degree programs or job training programs)
- 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
- Experience with PRISM or similar HRIS/payroll systems preferred
- Strong understanding of payroll processing, HRIS functions, and multi-state compliance requirements
- Strong analytical, troubleshooting, and problem-solving abilities for complex issues
- Excellent communication and interpersonal skills; clear and professional written and verbal communication
- Strong time management skills and ability to prioritize in a fast-paced environment
- Strong collaboration skills with internal departments
- Excellent leadership and customer service skills
- Ability to perform well under pressure and maintain professionalism
- Demonstrated ability to maintain strict confidentiality and handle sensitive information
- Exceptional attention to detail and ability to thoroughly review documents for quality and accuracy
- High levels of organization and reliable follow-through
- Experience with Microsoft Office (Outlook, Teams, Excel, PowerPoint) and demonstrated ability to learn other applications
