Senior Payroll Product Owner, Customer Support Manager

Job not on LinkedIn

🕒 September 9

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

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Orion Group

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1987

Established in Scotland in 1987, Orion Group achieved consistent growth over the ensuing 35 years and is now an international leader in the provision of personnel.We manage thousands of contractors and permanent placements from our worldwide network of offices throughout the Americas, the UK and Europe, the Middle East and Asia Pacific regions.

📋 Description

• Own the end-to-end payroll product experience across Orion's operating companies • Develop and maintain the payroll roadmap, backlog, requirements, user stories, acceptance criteria, configuration decisions, and release priorities • Lead discovery with Payroll, HR, Finance, Operations, field teams, and Operating Companies to design scalable solutions • Own payroll configuration governance across earnings, deductions, benefits, taxes, garnishments, unions, prevailing wage, time collection, PTO/accruals, reimbursements, labor costing, and general-ledger integration • Approve payroll-related configuration and product changes within delegated authority, ensuring decisions are documented, tested, and traceable • Evaluate releases and regulatory changes, determine business impact, coordinate testing, and recommend production readiness • Ensure accurate, timely payroll processing through controls, reconciliations, issue prevention, and root-cause resolution • Act as senior functional owner for payroll questions, defects, and service interruptions, driving complex or high-impact cases through resolution • Triage and investigate payroll cases across configuration, master data, time entry, interfaces, taxes, calculations, approvals, security, and downstream accounting • Provide clear status, workaround, correction, and closure communications to employees, payroll teams, leaders, and Operating Companies • Build knowledge articles, troubleshooting guides, training materials, known-error records, and support playbooks; coach Tier 1 and Tier 2 resources • Lead payroll implementations through requirements, data validation, configuration, conversion, parallel testing, cutover, first payroll, hypercare, and transition to steady-state support • Define test scenarios for regular and exception payroll conditions and validate payroll and employee conversion data • Deliver role-based training and readiness communications • Own stabilization plans and ensure accountable owners, deadlines, validated resolutions, and sustainable support documentation • Report to the VP of Systems; travel as required for implementations

🎯 Requirements

• Active Certified Payroll Professional (CPP) or Fundamental Payroll Certification (FPC) credential from PayrollOrg required at hire and maintained in good standing • Seven or more years of progressive payroll experience, including hands-on ownership of complex, multi-state U.S. payroll • Expertise in payroll calculations, taxation, wage-and-hour requirements, deductions, garnishments, year-end processing, corrections, reconciliation, internal controls, and audit support • Experience owning or administering a payroll product, payroll module, HRIS, ERP, or workforce-management platform, including requirements, configuration, testing, releases, and production support • Experience resolving complex payroll cases and translating recurring support issues into product, process, control, or training improvements • Strong knowledge of time and labor, job costing, accounting integration, and payroll general-ledger reconciliation • Bachelor's degree in accounting, finance, human resources, information systems, business, or a related discipline, or equivalent relevant experience • Ability to communicate clearly with employees, payroll practitioners, field leaders, executives, technical teams, vendors, and auditors • Preferred: payroll ownership in construction, mechanical services, field services, or another multi-entity environment with job costing, unions, certified payroll, and prevailing wage • Preferred: COINS, ADP Workforce Now, employee self-service, mobile time capture, ERP integrations, service-management applications, or comparable enterprise payroll technology • Preferred: acquisition integration, payroll conversion, parallel payroll, implementation cutover, and post-go-live stabilization • Preferred: SOX-ready control design, segregation of duties, audit evidence, data governance, and experience in a private-equity-backed or rapidly scaling enterprise • Preferred: service-management platforms and support analytics to manage SLAs, root cause, knowledge, and customer satisfaction