Position Summary

The Manager of HCM is responsible for the overall performance, development, and success of a pod of Client Success team members. This leader ensures that clients receive exceptional support, the team meets or exceeds service delivery standards, and employees are equipped with the skills and guidance needed to grow in their roles. The Manager drives client retention, monitors client health, oversees operational excellence across the case and phone queues, and partners cross-functionally to strengthen the client experience. This role is both strategic and hands-on, ensuring the pod delivers high-quality service while continuously improving processes, training, and performance outcomes.

Essential Duties and Responsibilities

• Lead, coach, and develop a pod of Specialists and Senior Specialists to ensure high performance, strong product knowledge, service consistency, and continuous growth.
• Conduct regular one-on-ones, performance reviews, career-development discussions, and skill-building sessions.
• Identify skill gaps and partner with the Supervisor/Enablement team to coordinate targeted training and upskilling opportunities.
• Foster a collaborative, positive team culture focused on accountability, communication, and delivering exceptional client experiences.
• Support workforce planning, hiring, onboarding, scheduling, and resource allocation.
• Oversee daily pod operations including case queue performance, phone queue coverage, and overall workload balance to meet SLA, quality, and productivity targets.
• Monitor and analyze team success metrics (e.g., SLA pass rate, ticket closure timelines, CSAT, QA, backlog), identifying trends and implementing both immediate and long-term improvements
• Drive continuous improvement initiatives by reviewing workflows, addressing root causes, and reducing repeat contacts and systemic issues.
• Serve as an escalation point for complex client issues, including live call escalations, and ensure timely and accurate resolution.
• Partner with leadership to standardize processes across pods and align with Client Success best practices.
• Drive client retention by ensuring clients receive proactive, timely, and effective support throughout their lifecycle.
• Monitor client health indicators and account risks, partnering with the Client Relations team to develop and execute mitigation plans.
• Identify opportunities for enhanced product adoption and user engagement through daily interactions and insights gathered from the team.
• Ensure effective communication with clients on upcoming changes, milestones, and platform updates
• Ensure client readiness for key HCM and compliance milestones, including quarter-end, year-end, ACA deadlines, and other critical processing periods.
• Oversee the team's preparation, communication, and execution during high-volume or high-risk periods.
• Coordinate with internal partners to ensure clients receive accurate, timely instructions and support.
• Partner with Product, Engineering, Client Relations, Implementation, and Enablement teams to share trends, escalate systemic issues, and advocate for client needs.
• Participate in initiatives that improve client experience, reduce friction, and enhance technology adoption.
• Provide feedback to senior leadership regarding process gaps, recurring client issues, and opportunities for improvement.
• Ensure proper phone queue coverage across the pod, including monitoring performance metrics, quality of interactions, and call-handling behaviors.
• Participate in the phone queue during high-volume periods, escalations, or when additional leadership presence is required.

Marginal Functions

• Contribute to departmental initiatives, strategic planning, and organizational improvement projects.
• Support development or refinement of documentation, procedures, and training materials.
• 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.
• Attend webinars and training to stay up to date on best practices related to the company and departments.
• Perform other duties as assigned.

Knowledge, Skills, and Abilities

• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and build positive working relationships - including delivering training and handling inbound/outbound client calls.
• Strong time-management skills, with the ability to prioritize effectively in a fast-paced environment.
• In-depth knowledge of customer service best practices, ensuring consistent, high-quality support across all channels.
• Strong critical thinking, complex problem-solving, and analytical skills.
• Demonstrated ability to manage multiple tasks simultaneously while maintaining a high level of accuracy and attention to detail.
• Advanced problem-solving and analytical abilities, with a focus on resolving issues efficiently and accurately.
• Highly adaptable in fast-paced environments, able to respond effectively to shifting priorities and business needs.
• Sound decision-making abilities, including evaluating complex information and determining appropriate actions.
• Proven ability to coach and mentor peers without direct-report authority.
• Maintaining professionalism and composure while working with a variety of personalities and situations.
• A flexible, team-oriented self-starter who thrives in a startup environment.
• Strong escalation management and innovative problem-solving skills, with a creative approach to overcoming challenges.
• Must be coachable, open to receiving feedback for continuous improvement, and willing to share insights on process enhancements for the company.
• Experience in Microsoft Office software (Outlook, Teams, Excel, PowerPoint) and demonstrated ability to learn other applications as needed.

Required Education & Experience

• Bachelor's degree required or related experience required or equivalent combination of experience, skills, education (including other relevant non-traditional degree programs, or job training programs) preferred.
• Experience in client success, SaaS support, HCM technology, or a related field strongly preferred.
• 1+ years of people management experience with strong leadership, coaching, and team-development capabilities.

Required Licenses and/or Certifications
• N/A

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 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 sales strategies.
• Decision Making: Ability to make quick, informed decisions.
• Attention to Detail: High level of accuracy needed for managing sensitive client data, reports and communications.
• Problem-Solving: Continuous need to identify and resolve issues that clients are experiencing
• Multitasking: Manage multiple tasks 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, and clients.
• 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: Handle inbound and outbound client calls with professionalism; provide clear instructions, real-time guidance, and effective support to clients, employees, and managers.

Environmental Conditions

Indoor, office environment. May occasionally have moderate noise level from copiers, W2 or check printers, or co-workers.

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.