Implementation Ops Lead

Who you are

• Mentor/coach peers to success by providing timely coaching, feedback, and training that results in improved performance
• Organization – We work in a matrix environment meaning that you will be working with more than one consultant in different project phases (i.e., start up, configuration, production)
• Expert project management skills, the ability to manage multiple projects and effectively prioritize, while delivering within deadlines is essential
• Excellent communication skills - understands and can adapt to the differences in communication styles to influence and drive results
• Research and troubleshoot complex problems, combined with the ability to cultivate compassion, and effectively de-escalate client conflict, for a mutually beneficial solution
• Leverage data, available insights, and analytics to drive performance & decision making
• Collaborate in a team environment - can lead client/team meetings, while promoting inclusion and diversity
• Adaptable and flexible, with the ability to manage change successfully, and pivot when necessary
• Minimum two years’ experience in an Implementation role required
• Bachelor’s degree required
• Must have a complete understanding of Paylocity’s implementation standards, policies, and procedures
• Proficiency in MS office
• Ability to sit for extended periods: The role requires sitting at a desk or workstation for long periods, typically 7-8 hours a day
• Use of computer and phone systems: The employee must be able to operate a computer, use phone systems, and type. This includes using multiple software programs and inquiries simultaneously

What the job involves

• This Lead Implementation Ops role will be responsible for providing coverage and support primarily for the MST/PST time zones
• The Implementation Team Lead will provide coaching, mentoring and leadership to Implementation Consultants
• The Team Lead will collaborate with the Consultants, to identify areas of success and provide feedback and coaching around areas of improvement, as well as offer praise and positive promotion of a job well done
• The Team Lead will be instrumental in assisting the Implementation Managers, by providing regular updates around staff performance, client issues, actions to be taken to improve department, drive quality metrics and maintain implementation success
• The Team Lead must be able to identify and effectively communicate gaps in training, performance deficit trends, and offer improvement solutions
• They will ensure all critical aspects of implementation issues are met and resolved appropriately and be willing to respond to new client issues in a prompt, accurate and courteous manner
• Supervise operations for their designated team
• Supervise the work of their assigned group on a day-to-day basis, which may include delegation of work assignments to various team members
• Provide support, coaching and development of new and existing team members
• Facilitate communication and expectations through regularly occurring meetings, 1:1s or team huddles
• Provide input and recommendations to managers in the areas of performance management, promotional opportunities, employee terminations and performance issues. Manager will collaborate with TL and define next steps/action
• Develop and collaborate with management on best practices and ways to improve the team’s performance
• Troubleshoot escalated client/departmental issues and offer client solutions that align to both satisfaction and organizational direction (tiered approach)
• Accountability to meet defined KPIs
• Act as primary contact for new hires and partner with ISA Team and L&D to make recommendations for supplemental training for all team members
• Use functional and technical knowledge to assist team members
• Assist in answering client overflow calls
• Mentor/coach peers as needed

Benefits

• Paid Parental Leave
• Adoption Assistance
• Miltstork program for moms who travel on business to ship breastmilk and get fully reimbursed
• Health and wellness programs ranging from Lyra to Garner to Hinge Health
• Health insurance
• Discounted Employee Stock Purchasing program
• Tuition Reimbursement
• SoFi program to consolidate and refinance federal and private student loans
• Volunteer In Action program for paid time off to volunteer
• Onsite workout facilities
• Healthy snack options like fresh fruit, hummus, and trail mixes onsite only
• Sparkling and flat flavored water, gourmet coffee drinks, hot chocolate onsite only