Manager, Customer Experience (Pacific Time Hours)

Manager, Customer Experience

Remote

Paycor's HR software is purpose-built for leaders and modernizes people management. We help our customers build winning teams and great places to work. Paycor’s culture is the key driver of our success. Every day, our associates find new ways to add value and progress toward audacious goals. We celebrate wins and share the wealth with a high performance-centric culture that empowers talented people to try new roles, innovate and experiment, and follow their passions.

Job Summary

Paycor’s Manager, Client Service is responsible for maintaining Paycor’s reputation for unmatched service through the support of our HCM software applications. Requirements include demonstrated leadership skills, more specifically the ability to lead and influence a team of front-line Support associates to execute on our most critical client objectives and ensure all service outcomes meet Paycor’s and clients’ high quality standards. The Manager’s success is ultimately measured by our clients’ intent to stay because of the service and support they receive from our associates.

Essential Duties And Responsibilities

• Lead a team of frontline associates responsible for the direct support of Paycor clients; Monitor and manage the daily, quarterly and annual processes for assigned team
• Actively coach direct reports on continuing performance and career issues; identify training needs and develop plans to address them
• Align workflow within the team to meet clients’ needs in a timely manner
• Track key Support metrics to analyze business and associate performance relative to efficiency and overall service
• Execute programs/initiatives to foster client satisfaction and retention
• Review internal workflow policies/procedures and recommend and implement improvements
• Investigate, analyze and proactively recommend solutions for client issues escalated by front line associates
• Serve as an escalation point, at times visiting clients at their locations
• Maintain a working environment that is energized, motivated and contributes to the positive welfare of associates
• Analyze staffing needs and participate in hiring processes
• Manages expenses within the established budget
• Collaborate with Client Support peers to operationalize improvements to Client Support strategy and overall performance
• Participate in new service or compliance roll outs to ensure associate and client readiness
• Ensure effective product support by managing client software upgrades
• Coordinate and/or provide ongoing training to direct reports on processes and software/hardware
• Establish, document, and maintain departmental procedures
• Other duties as assigned.
  
  

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements are representative of the knowledge, skill, and/or ability required.

• Four-year degree in Business, HR, or related field
• Minimum of 7 years management experience; preferably in a technology-related industry
• Payroll and/or HCM software knowledge preferred
• Excellent leadership and motivational skills; Must excel at providing direction and coaching to direct reports and be visible with front line associates and peers
• Adapts to changing and rapidly growing environment
• Excellent written and verbal communications and interpersonal skills
• Good organizational and time management skills
• Demonstrated proficiency with complex technology; technical troubleshooting aptitude a plus
• Flexibility in scheduling to meet client needs with short turnaround
• Ability to adapt and prioritize in a deadline-driven environment
• Possess a dynamic personality that allows you to excel in a fast paced environment
  
  

Paycor Total Rewards

We are proud to provide best-in-class benefits delivering a personal and professional experience that meets you where it matters most - the well-being of you and your loved ones.

Highlights Include

• A flexible virtual-first work philosophy
• An initial equity award in Restricted Stock Units (RSUs) for all new Associates and on-going award opportunities to participate in the value created through Paycor's growth
• 401(k) with $.65 match for every dollar contributed up to 6% of eligible pay
• Generous paid time off in addition to 10 paid holidays (including YOUR Holiday to celebrate a day or holiday you hold special)
• Three medical plan options – including a $0 cost option and travel & lodging support to ensure access to medical care
• Paid leave for birth parents, non-birth parents, elder caregivers, and military support
• Sabbatical opportunities for tenured Associates
• Employee Stock Purchase Plan, which enables you to buy PYCR stock at a 15% discount
• Inclusive and accessible Employee Assistance Program (EAP) to help with everyday challenges
  
  

We also offer competitive compensation determined by each individual's relevant experience, skills, and education. We anticipate the base pay for this position to be between $74,380.00-$126,984.00/year. In addition to base pay, Paycor Associates are eligible for a performance-based annual bonus or commission, depending on their position . If your desired salary falls outside of these rates, we hope you'll still apply as there may be other positions that better align.

For more information about our total rewards, please visit www.mypaycorbenefits.com .

If you need assistance or an accommodation during the interview process due to a disability, please email us at interviewaccommodations@paycor.com . This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.