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Salary: USD 48.08 - 67.31 / hourly
Arketa is building an operating system for modern fitness and wellness, providing studios and wellness entrepreneurs with an all-in-one platform to manage and scale hybrid wellness businesses. The company has raised $15M in Series A funding and is growing rapidly.
You will own the strategy, process design, and success metrics behind Arketa's embedded payroll offering. This is a newly launched product, and you'll be the senior point of contact for partners while designing the playbooks and processes that the implementation and support teams execute against. You'll manage two direct reports (Implementation Account Manager and Payroll Specialist) and maintain direct relationships with key partners, especially on complex or high-touch accounts.
Key responsibilities include:
**Program Strategy & Process Design:** Design the onboarding playbook, support triage process, and escalation paths in partnership with your team. Define handoff criteria between onboarding and ongoing support, and refine as the team scales. Build documentation and Help Center foundations. Own the roadmap and priorities for the payroll offering's customer-facing operations.
**Metrics & Reporting:** Define and track key metrics including time-to-launch, onboarding capacity, support resolution time, support volume per customer, CSAT, and documentation coverage. Own the reporting cadence to leadership on operational performance.
**Partner Support:** Serve as a senior point of contact for payroll partners, especially on complex, escalated, or strategic relationships. Step in directly on partner issues requiring program-level context or cross-functional coordination. Build relationships that inform how processes should evolve.
**Team & Stakeholder Management:** Manage and coach your two direct reports, unblocking escalations they cannot resolve. Manage the relationship with the payroll provider and coordinate with engineering, compliance, and customer success. Translate recurring customer pain points into feedback for Product and Engineering.
Success means new customers launch on time with minimal friction, support questions are resolved quickly and accurately, clear documentation exists for both workflows, partners feel a direct senior point of contact is available, your team has what they need to execute independently, and you have a well-reasoned plan for scaling the onboarding/support handoff.
**Requirements:**
- 3–5+ years in program/project management, implementation, or customer-facing operations leadership, ideally at a fintech, HR tech, or payroll company
- Experience designing processes and playbooks for a customer-facing function, ideally from scratch
- People management experience, or strong readiness to manage a small team, preferred
- Strong communication skills — ability to explain payroll mechanics to non-experts and translate customer pain points to internal teams
- Ability to operate with ambiguity; this role and its scope will evolve
- Experience with payroll, benefits, or embedded financial products is a strong plus
