PS Customer Support Manager

The Payment Services Support Manager has the responsibility of managing the day-to-day activities of the PS Support Organization. A passion for mentoring people, monitoring processes and ensuring technology is leveraged to exceed customer SLAs is required. Must actively support process and technology initiatives that will improve the operational performance of the team while delighting customers. This position will operate under the direction of the senior leader of support.

Here at Ultimate Software, we truly put our people first. We strongly believe in teamwork, and we encourage and trust our people to reach higher, learn more, and live up to their potential. Ultimate is ranked #1 on Fortune's "Best Places to Work in Technology" for 2017 and #7 on the "100 Best Companies to Work For" list in 2017. Ultimate is also ranked #1 on the Fortune's "100 Best Workplaces for Millennials" for 2017 and #5 on its "50 Best Workplaces for Diversity" list for 2016.

Primary Duties and Responsibilities: (other duties may be assigned)

  • Manages a staff of 8-15 to include a combination of Named Tax Reps and Subject Matter Experts.
  • Ensures daily workload and commitments have been completed timely and accurately within established SLAs
  • Develop strong relationships with internal partners including Workplace and Enterprise
  • Drives customer experience best practices across the Payment Services division
  • Monitors support metrics to manage and communicate performance of the support team
  • Coordinates & delivers support team trainings
  • Owns the development of customer facing material and trainings
  • Manages support escalations to resolution within established SLA's
  • Ensures customers getting timely communications
  • Manages customer relationship management system for quality and integrity while proactively resolving customer potential issues
  • Responsible for teams' customer relationship status and overall customer satisfaction with Payment Services
  • Develops staff through regular feedback, one on ones, coaching, and performance management
  • Conducts period and annual performance reviews
  • Manages staff working hours to ensure appropriate scheduling occurs to keep overtime within established budget guidelines
  • Ensures expenses are maintained within established budget
  • Builds and maintains strong peer relationships within the team and across the organization

Required Qualifications/Skills:

  • Must be able to manage in an organized, proactive and independent manner to meet all required deadlines and commitments
  • Strong communication skills
  • Excellent customer service skills
  • Strong relationship building skills are a must
  • Proficiency with Microsoft Office applications: Word, and Excel
  • Ability to work on problems of diverse scope where analysis of data requires evaluation of identifiable factors
  • Ability to exercise judgment within broadly defined practices and policies in selecting methods and techniques for obtaining solutions
  • Highly motivated and team oriented
  • People leader
  • Ability to manage multiple projects
  • Customer orientation

Preferred Qualifications/Skills:

  • Process/operational excellence experience is a plus
  • General accounting experience
  • 5+ years of supervisory experience
  • 5+ years of service delivery experience
  • 5+ years of payroll and payroll tax industry experience
  • 5+ years United States multi-state and local payroll tax filing experiences
  • Previous experience using MasterTax payroll tax software is a plus
  • Working knowledge of UltiPro is a plus

Education/Certification/License:

  • AA in Business, Accounting, Computer Science or a related field or equivalent work experience will be considered
  • Certified Payroll Professional (CPP) designation is desirable

Travel Requirement: Up to 10%

This job description has been written to include the general nature of work performed. It is not designed to contain a comprehensive detailed inventory of all duties, responsibilities and qualifications required of employees assigned to this job.


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