Position Summary

The Associate Vice President (AVP) of Service Operations provides strategic leadership to regional service teams, driving operational excellence, client satisfaction, and organizational efficiency across a nationwide footprint. This role oversees payroll managers and high impact service functions, manages relationships with key clients, and acts as a strategic partner in optimizing processes, strengthening compliance, and enhancing cross departmental collaboration.

Essential Duties and Responsibilities

• Provide leadership and oversight for all team members within the assigned region, including performance management, KPI monitoring, coaching, and ongoing training and development.
• Collaborate with executive leadership to design, implement, and refine organizational processes, procedures, and strategic initiatives that enhance service operations.
• Serve as an escalation point for complex service-related and technical issues, supporting both internal teams and external clients and Division Partners within the region.
• Manage and cultivate strong relationships with regional clients, acting as a trusted escalation contact and ensuring successful, long-term partnerships.
• Oversee client health and retention efforts, including monitoring weekly payroll trends, consulting on products and services, addressing compliance matters, and ensuring proactive client maintenance.
• Provide leadership to regional managers, ensuring consistent operational performance and alignment with organizational goals across the nationwide service structure.
• Develop and implement strategies and policies that support operational efficiency, scalability, and service excellence.
• Support division partners through payroll software training, including reviewing forms, procedures, and Standard Operating Procedures (SOPs).
• Train, coach, and communicate effectively with departmental employees, ensuring clarity, alignment, and continuous development across the team.
• Collaborate cross-functionally with departmental leaders, mentors, and new clients, contributing to the growth and development of managers and the overall service infrastructure.
• Regular attendance at the assigned work location for our corporate office locations is an essential job function. For team members who are located in or near the Chandler, AZ or Duluth, GA offices, this is an in-office position.
• Some domestic travel will be required to attend team onsite meetings, client visits, customer events, industry conferences, and training sessions. This may include air travel, ground transportation (including cars, taxis, or rideshare services), and in some cases potential public transportation.

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.
• Assist in organizing and maintaining shared team resources, such as checklists, templates, and reference materials.
• Provide occasional backup support for routine payroll processing 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.
• Complete projects and other duties as assigned by supervisor.

Knowledge, Skills, and Abilities

• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and build positive working relationships.
• Strong time-management skills, with the ability to prioritize effectively in a fast-paced environment.
• Flexibility to perform a variety of assignments within the print room, including operating different equipment, running varied production jobs, and learning new machinery or processes 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.
• Sound decision making abilities, including evaluating complex information and determining appropriate actions.
• Demonstrated ability to maintain strict confidentiality and handle sensitive information with professionalism and discretion.
• Proven leadership skills, including the ability to train, mentor, and develop high-performing teams.
• High level of professionalism, reliability, and enthusiasm, contributing to a positive workplace culture.
• Exceptional attention to detail, including the ability to thoroughly review printed documents and ensure they meet quality and accuracy standards.
• Experience in Microsoft Office software (Outlook, Teams, Excel, PowerPoint) and demonstrated ability to learn other applications as needed.
• Must possess a valid drivers license.

Education & Experience

• College Degree required or 4+ years of PEO, ASO, HCM, multistate experience preferred or equivalent combination of experience, skills, education (including other relevant nontraditional degree programs, or job training programs) required.
• 2+ years of management experience required.

Required Licenses And/Or Certifications

CPP preferred.

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: Minimal travel to meet with clients, attend conferences, and conduct other business needs. Occasionally walking or traversing throughout the office to meet with leaders and other employees or offsite locations to meet with clients.
• 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.

Environmental Conditions

Indoor, office environment. May occasionally have moderate noise level from copiers, W2 or check printers, or co-workers. Will work in various additional environments, including client offices, industry conferences, customer events, and training sessions. This means adapting to different settings and conditions regularly. This role may involve extended periods of sitting during travel and meetings, as well as standing and walking during client visits and events. Will work in various additional environments, including client offices, industry conferences, customer events, and training sessions. This means adapting to different settings and conditions regularly. This role may involve extended periods of sitting during travel and meetings, as well as standing and walking during client visits and events.

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.

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.