Who Are We Looking For?

We’re looking for a Payroll Operations Team Mentor to support the day-to-day execution and health of our Payroll Operations function. This role reports directly to the Payroll Operations Manager and serves as a hands-on operational partner, helping execute priorities, support the team, and surface issues early.

While we're not looking for deep expertise, prior experience in client servicing, payroll administration would be helpful. If you don't have this prior experience, but you have unparalleled communication skills, a commitment to superior customer service, ability to adapt within a fast-paced business environment, and previous client management experience handling several clients and projects at once, we'd be delighted to connect with you.

As an ideal candidate, you are tech-savvy and can probably do almost anything in Excel. More importantly, you’re thrilled by the challenge of understanding a new problem and figuring out ways to improve processes and workflows. You enjoy supporting automation between platforms to reduce manual work and increase productivity.

What Will You Be Doing?

Day-to-day you will be expected to:

• Act as a day-to-day point of support for the Payroll Operations team, helping prioritize work, answer questions, remove blockers and ensuring contributions are processed successfully
• Maintain strong awareness of ticket queues, SLAs, and workload distribution to ensure timely and accurate execution.
• Support the team during peak processing periods by helping coordinate coverage, triage issues, and flag risks early.
• Partner closely with the Payroll Operations Manager to surface trends, concerns, and opportunities for improvement.
• Serve as a first-level escalation point for complex operational issues before involving management or cross-functional partners.
• Partner with Product, Engineering, Implementations, and external payroll providers to troubleshoot and resolve issues.
• Assist with preparing issues for formal escalation by gathering context, documenting findings, and recommending next steps.

Requirements

The Necessities:

• 3+ years of experience working in a project management/implementation/operational role
• Excellent project management skills
• Ability to manage multiple work streams and competing priorities
• Ability to work independently and with a team
• Effective communication with many different stakeholders
• A tight operator who can see the big picture
• Excellent communication skills and follow-through; it requires little lift for you to stay on top of issues
• Commitment to quality as a top priority - you pay attention to the details and strive to tie out any discrepancies, regardless of how small
• Experience with project management software (e.g. Jira/Confluence, Asana, Zendesk, etc.)

The Extras:

• Payroll system experience
• Retirement industry experience

This role will be based in either the New York City, Austin, King of Prussia, or Phoenix office, and will be part of Vestwell's hybrid in-office operation.

The expected base salary range for this position is $70K - $80K base. This position is eligible to participate in the Company Bonus Pool and is eligible to receive new hire equity in the Company. Please note that salary bands are based on NY and other similar metro areas and may differ based on where the role is ultimately hired.