Salary: $62,000 - $85,000 / Year
Created By & On: Miguel Calderon — On 11/05/26
Business Unit: Vensure
About Us:
• PrismHR is the leading payroll, benefits, and HR software for Human Resource Outsourcing (HRO) organizations, including Professional Employer Organizations (PEOs) and Administrative Service Organizations (ASOs).
• Powering more than 80,000+ companies, 2.5 million worksite employees, and $85 billion in payroll processed annually.
• The PrismHR platform is a complete, integrated HR solution supporting the full "hire-to-retire" lifecycle of HR services.
• Additional resources include the PrismHR SEEDS sales and marketing program, the annual PrismHR LIVE Conference, and ongoing learning opportunities designed to help customers grow their business.
Position Title: Payroll Manager, HCM
Position Summary:
• The Payroll Manager of HCM is responsible for ensuring their team of specialists provide excellent client support and achieve personal career goals.
Essential Duties and Responsibilities:
• Drive client retention and loyalty by ensuring the pod works effectively, strategically engaging with clients, and monitoring key client success metrics.
• Drive continuous improvement across the team and identify areas for improvement from a bigger-picture perspective.
• Monitor overall team success metrics (ticket closure, CSAT, SLA pass rate, phone metrics, etc.) and identify improvement projects (e.g., individual performance coaching, team training on specific ticket types).
• Ensure client readiness for key HCM milestones, especially around quarter-end and year-end processes.
• Promote product adoption and client engagement through daily interactions and partnership with the Client Relations team.
• Monitor client health and contract statuses in partnership with the Client Relations team.
• Act as an escalation point for clients, using problem-solving and de-escalation techniques to improve client experience.
• Conduct root-cause analysis to prevent recurring issues.
• Assist in onboarding new hires and performance-manage team members to ensure expectations are met.
• Regular attendance at the assigned work location for our corporate office locations is an essential job function. For team members located in or near the Chandler, AZ or Duluth, GA offices, this is an in-office position.
Marginal Functions:
• Build, maintain, and promote relationships with team members and clients to ensure effective coordination of communications and services.
• Contribute to departmental initiatives, strategic planning, and organizational improvement projects.
• Attend webinars and training to stay current on best practices related to the company and department.
• Complete projects and other duties as assigned by manager.
Knowledge, Skills, and Abilities:
• In-depth knowledge of customer service best practices to ensure consistent, high-quality support across all channels.
• Ability to manage multiple tasks simultaneously while maintaining a high level of accuracy and attention to detail.
• Advanced problem-solving and analytical skills focused on resolving issues efficiently and accurately.
• Highly adaptable in fast-paced environments and able to respond to shifting priorities and business needs.
• Sound decision-making abilities, including evaluating complex information and determining appropriate actions.
• Maintain professionalism and composure when working with a variety of personalities and situations.
• A flexible, team-oriented self-starter who thrives in a startup-like environment.
• Strong escalation management and innovative problem-solving skills with a creative approach to overcoming challenges.
• Coachable, open to feedback for continuous improvement, and willing to share process enhancement insights.
• Able to give feedback to others on performance concerns.
• Experience with Microsoft Office (Outlook, Teams, Excel, PowerPoint) and ability to learn other applications as needed.
• Effective time management, accurate record-keeping, and ability to ensure payroll tasks are completed according to schedules and compliance requirements.
• Strong verbal and written communication skills to collaborate across teams and interact professionally at all levels.
• Analytical thinking to troubleshoot payroll issues, interpret data, and determine appropriate solutions quickly and confidently.
• Demonstrated ability to exercise good judgment when evaluating situations, identifying problems, and determining action.
Required Education & Experience:
• High school diploma or related experience required; equivalent combinations of experience, skills, or education (including non-traditional degree programs or job training programs) are preferred.
• 1 year in a client support or customer service role.
• 1 year of experience leading a team.
Physical, Mental, & Communication Demands:
• Physical Demands:
• Sedentary work: occasionally involves sitting for extended periods at a desk or computer.
• Manual dexterity: frequent use of hands and fingers to operate a computer keyboard, mouse, and office equipment.
• Mobility: occasionally walking around the office to meet with leaders and colleagues.
• Visual acuity: ability to read and analyze data on a computer screen or printed materials (or with reasonable accommodation).
• Lifting & carrying: minimal physical lifting; may involve handling documents and light office supplies.
• Mental Demands:
• Strategic thinking: requires high concentration to develop and implement strategies.
• Decision making: ability to make quick, informed decisions.
• Attention to detail: high accuracy needed for managing presentations, reports, and communications.
• Problem-solving: continuous need to identify and resolve issues impacting performance.
• Multitasking: manage multiple tasks and projects simultaneously, often under tight deadlines.
• Stress management: ability to handle high-pressure situations calmly and effectively, especially when dealing with client concerns.
• Communication Demands:
• Interpersonal skills: ability to build relationships and communicate effectively with employees, managers, clients, and external vendors.
• Cultural sensitivity: communicate with individuals from diverse cultural backgrounds, demonstrating awareness and sensitivity.
• Written communication: prepare clear and concise documentation, including emails and notes.
• Verbal communication: conduct presentations and employee training; provide clear instructions and support to clients, employees, and managers.
This position is eligible for the following benefits:
• Health insurance: medical, dental, and vision coverage.
• Retirement plan: 401(k) with company match.
• Paid time off: PTO, holidays, parental leave, and sick leave as required by applicable state law.
• Other benefits: life insurance, short-term disability, long-term disability, employee assistance program (EAP), flexible spending account (FSA), health savings account (HSA), identity theft protection, critical illness, accident, cancer, hospital protection, legal and pet insurance.
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