About this role
Mgr, Payroll Services
Company Summary: As the recognized global standard for project-based businesses, Deltek delivers software and information solutions to help organizations achieve their purpose. Our market leadership stems from the work of our diverse employees who are united by a passion for learning, growing and making a difference. At Deltek, we take immense pride in creating a balanced, values-driven environment, where every employee feels included and empowered to do their best work. Our employees put our core values into action daily, creating a one-of-a-kind culture that has been recognized globally. Thanks to our incredible team, Deltek has been named one of America's Best Midsize Employers by Forbes, a Best Place to Work by Glassdoor, a Top Workplace by The Washington Post and a Best Place to Work in Asia by World HRD Congress.www.deltek.com
Business Summary: The Deltek Global Sales team has a passion for empowering project-based businesses to achieve their goals. We relentlessly focus on our customers’ needs and strive to deliver an exceptional experience for all clients. If you are an enthusiastic, motivated professional who enjoys building and nurturing relationships – join our highly collaborative team to help power project success for our customers.
Position Responsibilities: Team Leadership & Development
• Lead, coach, and develop the Payroll Service Onboarding and Support teams to deliver exceptional customer experiences and business results. • Foster a culture of accountability, continuous learning, collaboration, and customer success. Customer Experience & Service Delivery
• Oversee the customer journey from onboarding through ongoing support, ensuring timely issue resolution and successful client outcomes. • Serve as an escalation point for complex customer situations and help drive issues to resolution. Operational Excellence
• Monitor team performance through service metrics, ticket management, workload distribution, and customer satisfaction indicators. • Develop and implement best practices, processes, and operational improvements that increase efficiency, consistency, and service quality. Cross-Functional Partnership
• Partner with Payroll Operations, Tax, Product, Training, and other stakeholders to improve processes and enhance the client experience. • Ensure onboarding and support practices align with regulatory requirements and organizational objectives. Business Systems & Process Management
• Develop expertise in the team's case management and ticketing platform and leverage system capabilities to improve team performance and client outcomes. • Utilize data and reporting to identify trends, remove obstacles, and drive continuous improvement initiatives.
Qualifications: Required Qualifications
• 5+ years of experience leading customer-facing service, support, onboarding, implementation, payroll, or customer success teams. • Demonstrated experience managing employee performance, coaching team members, and developing high-performing teams. • Strong operational leadership skills, including experience managing workloads, service levels, and performance metrics. • Excellent verbal and written communication skills. • Proven ability to build relationships and collaborate effectively across multiple departments. • Strong analytical, organizational, and problem-solving abilities. • Experience managing customer escalations and driving issue resolution. • Ability to balance multiple priorities in a fast-paced environment. • Strong attention to detail and commitment to delivering quality results. Preferred Qualifications
• Payroll service bureau, payroll operations, payroll implementation, or payroll support experience. • Experience leading onboarding, implementation, customer success, or client support organizations. • Experience working with ticketing, case management, or customer service management platforms. • Knowledge of payroll processing, payroll tax, timekeeping, or related workforce management solutions. • Experience driving process improvement initiatives through technology, reporting, and operational metrics. • Bachelor's degree or equivalent combination of education and experience.
Compensation Info: The U.S. salary range for this position is $71,000.00-$125,250.00. This range is subject to change as Deltek takes a number of factors into consideration when determining individual base pay, such as location, job-related knowledge, skills and experience. Certain roles are eligible for additional rewards, including incentive compensation and equity.
Benefits and perks listed here may vary depending on the nature of employment with Deltek. Employees have access to healthcare benefits, a 401(k) plan and company match, paid vacation time and holidays, well-living programs, short-term and long-term disability coverage, basic life insurance and tuition reimbursement.
Compliance Requirements: Certain roles may have additional privacy, security and compliance requirements to the extent they support Costpoint GCCM or similar product offerings.
EEO Statement: Deltek, Inc. is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.
E-Verify Statement: Deltek, Inc., utilizes the E-Verify program with every potential new hire. This makes it possible for us to make certain that every employee who works for Deltek is eligible to work in the United States. To learn more about E-Verify you can call 1-800-255-7688 or visit their website by clicking the logo below. E-Verify® is a registered trademark of the United States Department of Homeland Security.
Applicant Privacy Notice: Deltek is committed to the protection and promotion of your privacy. In connection with your application for employment with us at Deltek, it is necessary for us to collect, store and use information about you (“Personal Data”) to administer and evaluate your application. We are the “controller” of the Personal Data you provide us and will process any such Personal Data in accordance with applicable law and the statements contained in this Candidate Privacy Notice Additionally, we have not sold and do not sell Personal Data you provide to us through the job application process.
Important: Protect Yourself from Recruitment Scams Bad actors or scammers may try to impersonate Deltek and send fake job offers to people. Messages from Deltek about employment opportunities will be from an @deltek.com account or [email protected], never from free services like Gmail or Yahoo. Please look carefully at the email address that provides any job offer, as some fake accounts are created to look like a legitimate domain name or email address. We will also never ask you to pay money at any point in the hiring process, whether for training, equipment, background checks, or anything else. If you receive a suspicious offer claiming to be from Deltek, do not share personal or financial information. Report any suspicious communication to [email protected] and consider reporting it to law enforcement.