Payroll Program Manager

Accountabilities:: Design and continuously improve onboarding playbooks, support triage processes, escalation paths, and handoff criteria between implementation and ongoing support. Build documentation and Help Center foundations that enable implementation and support teams to operate efficiently and consistently. Own the roadmap and operational priorities for the payroll offering’s customer-facing experience. Define, monitor, and report on key performance metrics, including time-to-launch, onboarding capacity, support resolution time, support volume per customer, CSAT, and documentation coverage. Establish a regular reporting cadence for leadership and provide visibility into the operational performance of the payroll program. Serve as a senior point of contact for complex, escalated, or strategic partner relationships and step in directly when issues require program-level context or cross-functional coordination. Build direct partner relationships and use their feedback to continuously improve onboarding and support processes. Manage and coach the Implementation Account Manager and Payroll Specialist, helping remove blockers and resolve escalations. Manage the relationship with the payroll provider and coordinate with Engineering, Compliance, and Customer Success to keep implementations and support activities on track. Translate recurring customer pain points and operational insights into actionable feedback for Product and Engineering. Ensure customers launch on schedule with minimal friction while building scalable processes that evolve as program volume increases. Requirements 3–5+ years of experience in program or project management, implementation, or customer-facing operations leadership, ideally within fintech, HR technology, payroll, or a related environment. Experience designing customer-facing processes, operational workflows, and playbooks, preferably in a function or program built from the ground up. People management experience is preferred, or demonstrated readiness to lead and manage a small team. Strong communication skills, including the ability to explain payroll concepts and mechanics clearly to non-experts. Ability to translate customer feedback and operational challenges into clear insights and actions for internal teams. Comfortable operating with ambiguity and adapting as the role, program, and organizational needs evolve. Experience with payroll, benefits, or embedded financial products is a strong plus. Strong organizational, problem-solving, and stakeholder management skills, with the ability to balance strategic planning with hands-on involvement in complex issues. Benefits Full-time, remote position based in the United States. Estimated compensation of $100,000–$140,000 annually, with equity offered. The position is non-exempt and eligible for overtime pay. Unlimited PTO designed to provide flexibility for rest, personal needs, and time away while maintaining team alignment. Medical, dental, and vision health insurance. Fitness class reimbursement. Parental leave policy. Opportunities for ownership, growth, and advancement.