Job Description:
• Own the team's day-to-day operating rhythm, including priorities, queue health, resource allocation, standups, escalation paths, and SLA performance
• Manage and develop experienced payroll operations specialists through coaching, feedback, performance management, and career development
• Create visibility into team performance and surface risks, bottlenecks, and emerging trends
• Partner with the senior SME to turn technical expertise into repeatable processes, documentation, and broader team capability
• Own complex operational escalations and coordinate technical or cross-functional partners when deeper expertise is required
• Partner with leaders across Support, Filing, Tax Operations, Product, and R&D on cross-functional issues
• Serve as a thought partner to the head of the department on team strategy, staffing, performance, and operational decisions
• Lead the people responsible for investigating and resolving complex historical payroll issues across payrolls, quarters, tax jurisdictions, payments, and filings
Requirements:
• Startup or high-growth company background
• 4-6+ years in operations, technical support, support operations, client service, or a similarly execution-heavy environment
• Meaningful people management experience
• Direct experience managing a team, coaching performance, and holding clear standards for outcomes and work practices
• Formal people management experience, including hiring and managing team growth
• Ability to organize people around team metrics
• Strong operational judgment regarding priorities, capacity, SLAs, customer impact, and risk
• Strong communication skills
• Ability to translate between team-level detail and leadership-level framing
• Ability to learn a niche domain quickly
• Comfort managing people who may initially know more about the technical subject matter
• Bias toward building durable systems and improving processes
• Familiarity with payroll or payroll tax is a plus, but not required
• Experience in fintech, payments, financial operations, or another regulated or technically complex domain is a plus
• Ability to work remotely without distraction or disruption while maintaining quality, communication, and productivity
• Authorization to work in the United States
Benefits:
• Equity
• Flexible PTO and sick leave
• Generous paid parental leave for all new parents
• Flexible return-to-work
• 401k retirement plan
• $100 monthly stipend for home internet and mobile phone expenses
• Medical, dental, vision, short-term disability, long-term disability, and basic life insurance coverage effective on the first day of work
• Team offsites, events, and hackathons
• Annual 3-day company retreat
• Meals on Tuesdays and Thursdays for in-office and hybrid employees
• Regular happy hours, game nights, and other in-person events for in-office and hybrid employees