Senior Payroll Product Owner & Customer Support Manager

Job description

**POSITION DESCRIPTION** **Senior Payroll Product Owner & Customer Support Manager** *Enterprise Systems | Payroll Product, Compliance, and Customer Experience* | | | | | | --- | --- | --- | --- | | **Reports to** | VP of Systems | **Location** | Flexible / as assigned | | **Employment** | Full-time | **Travel** | As required for implementations | | **Role type** | Product ownership + support | **Credential** | CPP or FPC required | **Mission** The Payroll Product Owner & Customer Support Manager owns the payroll product experience across Orion's operating companies. This role ensures employees are paid accurately and on time; payroll configuration remains compliant, controlled, and scalable; and payroll questions and defects are resolved with urgency and clear accountability. The role connects Payroll, Finance, Human Resources, Operations, and Systems to translate business and regulatory requirements into dependable system capabilities, repeatable processes, and effective support. **What This Role Owns** - End-to-end payroll product ownership, including roadmap, requirements, configuration standards, testing, release readiness, adoption, and continuous improvement. - Accurate and timely payroll processing outcomes supported by effective controls, reconciliations, issue prevention, and root-cause resolution. - The payroll customer support model for employees, managers, payroll teams, and Operating Companies, including service levels, knowledge content, case quality, and customer communication. - Payroll configuration governance across earnings, deductions, benefits, taxes, garnishments, unions, prevailing wage, time collection, PTO/accruals, reimbursements, labor costing, and general-ledger integration. - Resolution of payroll risks and defects from identification through correction, validation, communication, and prevention of recurrence. **Key Outcomes** **1. Reliable and Accurate Payroll** - Payroll is processed accurately, completely, and on schedule across assigned populations and jurisdictions as verified by the OpCo. - Payroll results, taxes, deductions, funding, labor costing, and general-ledger entries are reconciled using documented controls and integrations. - Material payroll defects are contained quickly, corrected through an approved process, and followed by a documented root-cause and preventive action. - Support for integrations with the outside processors of payroll and ERP **2. Scalable Payroll Product** - A prioritized payroll roadmap and backlog are maintained based on business value, compliance, customer impact, operational risk, and implementation demand. - Requirements and acceptance criteria are clear enough for configuration, integration, reporting, and development teams to execute without ambiguity. - Standard configuration is maximized while valid Operating Company, collective bargaining, jurisdictional, and business requirements are supported through governed exceptions. **3. High-Quality Customer Support** - Payroll cases are owned through resolution with timely, accurate, and understandable communication to the customer. - Support trends are converted into product fixes, training, knowledge articles, configuration improvements, and process changes. - Service levels, aged cases, repeat issues, customer satisfaction, and first-contact resolution are measured and improved. **4. Successful Implementations and Stabilization** - New Operating Companies enter payroll with validated employee data, tax setup, calendars, rates, time rules, costing, interfaces, security, and approvals. - Parallel payroll, user acceptance testing, cutover, payroll and employee data migration, first payroll, and post-go-live stabilization are completed against defined entry and exit criteria. - Payroll remains operational through acquisitions, implementations, conversions, upgrades, and organizational changes with no avoidable interruption to employees or financial reporting. **Primary Responsibilities** **Payroll Product Management** - Serve as the authoritative business owner for payroll capabilities within the enterprise technology ecosystem, including COINS, time-collection applications, HR/payroll platforms, banking, and finance integrations. - Develop and maintain the product roadmap, backlog, requirements, user stories, acceptance criteria, configuration decisions, and release priorities. - Lead discovery with Payroll, HR, Finance, Operations, field teams, and Operating