HR & Benefits Experience Manager PayrollPartners Fort Wright, KY Job Details Full-time From $70,000 a year 1 hour ago Benefits Health savings account Health insurance Dental insurance 401(k) Paid time off Vision insurance 401(k) matching Life insurance Referral program Qualifications Customer communication Teamwork Bachelor's degree Client services Organizational skills Account management Full Job Description Position Summary The HR & Benefits Experience Manager is responsible for leading, developing, and supporting a team of Implementation Project Managers who oversee the successful onboarding of new clients across HR and Benefits services, while also managing ongoing projects and supporting existing clients. This position provides leadership throughout the implementation lifecycle, ensuring projects are delivered accurately, efficiently, and on time while creating an exceptional client experience. The role provides expertise and oversight across HR, Benefits, ACA compliance, HR technology, implementation, and client support, including complex client situations and escalations. As a member of the Payroll Partners leadership team, this position contributes to company strategy, process improvement, team development, and initiatives that strengthen both the client and employee experience. The ideal candidate is a people-focused leader with strong HR and Benefits knowledge, project management experience, client service skills, and HR technology expertise. Primary Duties and Responsibilities Team Leadership & Development Lead, coach, mentor, and develop a team of Project Managers and support staff. Establish clear performance expectations, goals, and accountability measures. Conduct regular one-on-one meetings, team meetings, and performance reviews. Identify training and development opportunities to strengthen team capabilities. Provide guidance and support on complex implementations, client concerns, and escalations. Foster a collaborative, accountable, and client-focused team environment. Monitor team capacity and workload and appropriately assign projects and resources. Recognize accomplishments and address performance concerns promptly and professionally. Promote consistency, accountability, and continuous improvement across the team. Implementation & Project Oversight Oversee the full lifecycle of new client implementations and ongoing support across HR, ACA, and Benefits services. Monitor project plans, milestones, timelines, deliverables, and risk assessments. Ensure Project Managers conduct effective requirements meetings and establish clear client expectations. Review project status and proactively identify potential delays, risks, or resource constraints. Ensure systems are properly designed, configured, tested, and ready for client use. Provide leadership and direction when projects require additional resources or intervention. Ensure successful transition of clients from implementation to ongoing support. Establish and maintain implementation standards, procedures, templates, and best practices. Assist with high-priority or complex implementations when additional leadership is needed. Client Experience & Escalation Management Serve as a senior escalation point for complex client concerns and implementation challenges and support concerns for full lifecycle of the account. Partner with Project Managers to resolve client issues quickly and professionally. Participate in key client meetings, executive discussions, and high-priority implementations as needed. Ensure clients receive consistent communication, support, and follow-through throughout the implementation process. Identify opportunities to improve the client experience and strengthen client retention. Maintain positive relationships with clients, agencies, and internal partners. Ensure commitments made to clients are clearly communicated and fulfilled. HR & Benefits Expertise Provide subject matter guidance related to HR and Benefits administration, EDI and feeds, integrations. (plug and play) Support the team with questions involving ACA, FMLA, COBRA, benefits administration, disability premiums, insurance rates, and related requirements. Assist with analyzing client requirements and translating business needs into effective technology solutions. Provide guidance on complex benefit calculations, data analysis, and system configuration when needed. Stay current on applicable HR, benefits, wage, labor, and tax regulations. Monitor changes in legislation and industry practices that may impact clients or implementation processes. Process Improvement & Technology Evaluate and improve implementation workflows, processes, tools, and documentation. Develop and maintain standard implementation documents, checklists, procedures, and best practices. Identify opportunities to improve efficiency, accuracy, and the overall client experience. Stay current on technology enhancements and ensure the implementation team understands new functionality. Partner with internal departments to improve systems, processes, and service delivery. Participate in the design, creation, and execution of implementation initiatives. Identify recurring issues and develop solutions to improve implementation quality and efficiency. Reporting & Performance Management Establish and monitor key implementation performance metrics. Track project timelines, completion rates, client satisfaction, project risks, and team capacity. Provide regular updates to leadership regarding project portfolio health and team performance. Identify trends and recurring challenges and develop appropriate action plans. Monitor workloads and resource requirements to ensure projects are properly staffed. Maintain accurate and up-to-date implementation documentation and reporting. Cross-Functional Collaboration Partner with Sales, Client Support, Payroll, Benefits, HR, and other departments to ensure successful client transitions. Support Sales during prospect meetings, demonstrations, and solution discussions as needed. Assist with client calls, visits, and activities that support retention efforts. Ensure effective communication and warm handoffs between Implementation and ongoing Client Support. Promote collaboration and consistency across departments. Participate in company initiatives designed to improve the overall client experience.

Performance Factors Leadership:

The ability to lead, coach, develop, and hold team members accountable while creating a positive and productive work environment.

Project Management:

The ability to effectively oversee multiple projects, prioritize competing demands, identify risks, and ensure successful outcomes.

Problem Solving:

The ability to identify root causes, analyze complex issues, and develop practical solutions.

Client Focus:

A commitment to client satisfaction and the ability to anticipate client needs, address concerns, and deliver on commitments.

Communication:

The ability to clearly communicate complex HR, benefits, and technology concepts to clients, employees, and leadership.

Teamwork:

The ability to build strong relationships, collaborate across departments, and contribute positively toward organizational goals.

Adaptability:

The ability to manage changing priorities, technology, client requirements, and business needs with professionalism and flexibility.

Accountability:

The ability to take ownership of responsibilities, follow through on commitments, and hold oneself and others to high standards. Skills & Abilities Excellent verbal and written communication skills. Strong leadership, coaching, and team development skills. Excellent organizational and project management abilities. Strong analytical and problem-solving skills. Ability to manage multiple projects and competing priorities. Strong client relationship and customer service skills. Proficiency with Microsoft Office, particularly Excel. Strong data analysis and manipulation skills. Ability to troubleshoot HR technology and identify appropriate solutions. Ability to explain complex HR, benefits, and technology concepts in a client-friendly manner. Strong attention to detail and accuracy. Ability to work independently while effectively collaborating with others. Education & Experience Bachelor's degree in human resources, Business Administration, Information Systems, Project Management, or a related field, or equivalent work experience. 5+ years of experience in HRIS implementation, benefits administration, payroll systems, HR technology, project management, or related field is preferred. 3+ years of experience leading, supervising, or managing project managers or implementation professionals. Proven experience managing multiple client implementations or complex projects simultaneously. Strong understanding of HR processes, benefits administration, and compliance requirements. Experience with HRIS, HCM, payroll, or benefits technology platforms. Demonstrated experience coaching, developing, and holding team members accountable. Proven client-facing experience in customer success, HR consulting, account management, implementation, or a related field. Preferred Qualifications PMP, CAPM, SHRM-CP, SHRM-SCP, PHR, SPHR, CEBS, or other relevant certifications. Experience working for an HR technology provider, payroll service company, benefits administration firm, or HR consulting organization. Experience with UKG Workforce Ready or similar HCM platforms. Experience calculating insurance rates and disability premiums. Benefits analyst or benefits consulting experience. Experience leading process improvement or technology implementation initiatives. Ideal Candidate Profile The ideal candidate is a people-first leader who understands both the business and human sides of HR and Benefits implementation. They are organized, proactive, analytical, and comfortable managing competing priorities while keeping their team and clients moving forward. They lead by example, develop people, create accountability, and bring consistency to the implementation process. They are equally comfortable coaching a Project Manager, troubleshooting a complex client issue, reviewing project risks with leadership, or partnering with Sales on a new opportunity. Most importantly, this leader understands that successful implementation is about more than configuring technology. It is about building trust, delivering on commitments, creating an exceptional client experience, and establishing a strong foundation for a long-term client relationship. Physical Requirements The physical demands described here are representative of those required to successfully perform the essential functions of this position. The position is primarily office and computer-based and requires the ability to communicate orally, hear at a conversational level, and perform job duties requiring the use of a telephone and computer. The employee may frequently be required to sit, stand, and walk and occasionally reach, twist, stoop, kneel, squat, or climb as required by normal office operations. The position may require occasional lifting and carrying of materials weighing up to 35 pounds.

Pay:

From $70,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Health savings account Life insurance Paid time off Referral program Vision insurance

Work Location:

In person