Senior Service Operations Specialist - AZ

Senior Service Operations Specialist

The Senior Service Operations Specialist is a subject matter expert responsible for delivering advanced support across payroll, tax, HRIS, and service operations functions. This role manages complex client escalations, resolves high-level issues, and supports process improvements while maintaining exceptional accuracy and adherence to SOPs. Acting as a resource to the Service Operations team, the Senior Specialist provides elevated troubleshooting and technical expertise, handles high-complexity accounts, and ensures seamless service delivery.

Essential Duties and Responsibilities

• Serve as the first point of escalation for complex client issues, troubleshooting high priority matters and providing expert-level solutions.
• Coordinate user setup and provide advanced system training for payroll platforms, HRIS modules, reporting tools, and service portals.
• Lead client meetings related to escalated issues, system requirements, and account reviews for highstakes or complex scenarios
• Strengthen client relationships through proactive communication and high-level account management support.
• Process high-complexity payrolls, including multi-state, specialized deductions, overrides, adjustments, and off-cycle payrolls
• Complete advanced payroll tasks such as voids, tax overrides, and escalated error correction.
• Review complex payroll inputs for accuracy and provide corrective actions for discrepancies.
• Assist with advanced HRIS data management, including escalations regarding employee records, workflows, and compliance-driven updates
• Support clients with complex tax questions, including multi-state compliance, new state registrations, and advanced tax reconciliation tasks.
• Manage escalated payroll tax notices, coordinate research with internal teams, and drive issues to resolution.
• Provide guidance on required federal and state reporting and ensure accuracy in all compliance processes.
• Analyze client and payroll data to identify trends, operational gaps, and opportunities for process optimization.
• Recommend workflow improvements to enhance service quality, accuracy, and efficiency.
• Partner with Payroll, Tax, HR, Benefits, and Operations teams to ensure seamless cross departmental service delivery for escalated matters.
• Provide subject-matter insight to internal partners to support resolution of complex client-impacting issues.
• Regular, on-site attendance is an essential job function due to the need for secure access to systems, collaboration on sensitive technical matters, participation in operational meetings, and hands-on involvement in activities.

Marginal Functions

• Build, maintain and promote relationships with team members, peers across disciplines, and all other company team members ensuring effective coordination of communications and services affecting clients.
• Provide backup support during high-volume periods or team member absences.
• Attend webinars and training to stay up to date on best practices related to the company and department.
• Act as a resource and mentor for Specialists by assisting with complex questions and sharing expertise.
• Complete projects and other duties as assigned by supervisor.

Knowledge, Skills, and Abilities

• Ability to adapt to change, support team transitions, and guide staff through evolving processes, systems, and organizational expectations.
• Strong level of understanding of payroll processing, HRIS functions, and multi-state compliance requirements.
• Strong analytical, troubleshooting, and problem-solving abilities for complex issues.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and build positive working relationships.
• Communicates clearly and professionally in both written and verbal formats.
• Strong time management skills, with the ability to prioritize effectively in a fast paced environment.
• Flexibility to perform a variety of assignments as needed.
• Strong ability to collaborate effectively with internal departments to support seamless operations and workflow coordination.
• Strong work ethic and commitment to teamwork, contributing positively to a collaborative and supportive work environment.
• Demonstrated ability to maintain strict confidentiality and handle sensitive information with professionalism and discretion.
• Exceptional attention to detail, including the ability to thoroughly review printed documents and ensure they meet quality and accuracy standards.
• Maintains high levels of organization.
• Follows through on tasks reliably and ensures accuracy in documentation and communications.

Education & Experience

• High school diploma or equivalent combination of experience, skills, education (including other relevant non-traditional degree programs, or job training programs) required.
• 2-4 years of experience in customer service, payroll, HRIS, or related PEO/ASO/HCM environment preferred.
• Experience in Microsoft Office software (Outlook, Teams, Excel, PowerPoint) and demonstrated ability to learn other applications as needed.
• Multi-state payroll, tax, and system experience strongly preferred.

Required Licenses And/Or Certifications

• Not Applicable

Physical, Mental, & Communication Demands

Physical Demands:

• Sedentary Work: Occasionally involves sitting for extended periods, often at a desk or computer.
• Manual Dexterity: Frequent use of hands and fingers to operate a computer keyboard, mouse, and other office equipment.
• Mobility: Occasionally walking or traversing throughout the office to meet with leaders and other employees.
• Visual Acuity: Ability to read and analyze data on a computer screen (or to read and analyze data with reasonable accommodation) and in printed materials.
• Lifting & Carrying: Minimal physical lifting required, but may involve handling documents, and lifting light office supplies.

Mental Demands:

• Strategic Thinking : High level of concentration required to develop and implement strategies.
• Decision Making : Ability to make quick, informed decisions based on data and market conditions.
• Attention to Detail : High level of accuracy needed for managing presentations, reports and communications.
• Problem-Solving : Continuous need to identify and resolve issues that may impact performance.
• Multitasking : Manage multiple tasks and projects simultaneously, often under tight deadlines.
• Stress Management : Ability to handle high-pressure situations calmly and effectively, especially when dealing with client concerns.

Communication Demands:

• Interpersonal Skills : Strong ability to build relationships and communicate effectively with employees, managers, clients, and external vendors.
• Cultural Sensitivity : Communicate with individuals from diverse cultural backgrounds, demonstrating cultural awareness and sensitivity.
• Written Communication : Prepare clear and concise documentation, including emails and notes.
• Verbal Communication : Conduct presentations and employee training sessions; provide clear instructions and support to clients, employees and managers.

Environmental Conditions This position is performed in a professional office environment and requires regular use of computers and standard office equipment. The work setting is climate-controlled with typical office lighting and low to moderate noise levels. The role involves extended periods of screen time, in-person collaboration and meetings, and minimal exposure to physical hazards. Disclaimer This job description in no way states or implies that these are the only duties to be performed by the employee filling this position. Employee will be required to follow any other job-related instructions and to perform any other job-related duties requested by management. Management has the right to add to, revise, or delete information in this job description. Reasonable accommodation will be made to enable qualified individuals with disabilities to perform the essential functions of this position. This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship. This position is eligible for the following benefits:

• Health Insurance : Medical, dental, and vision coverage
• Retirement Plan : 401(k) with company match
• Paid Time Off : PTO, Holidays, Parental leave and Sick Leave provided as required by applicable state law
• Other Benefits : Life insurance, short term disability, long term disability, employee assistance program (EAP), flexible spending account (FSA), health savings account (HSA), Identity theft protection, critical illness, accident, cancer, hospital protection, legal and pet insurance.
• Additional Compensation : [e.g., signing bonus, commission structure] if applicable