Implementation Team Lead

Papaya Global, an award-winning B2B tech unicorn, is on a mission to revolutionize the payroll and payments industry. With over $400M raised from top-tier investors, our innovative technology offers a comprehensive solution for managing global workforces, covering everything from hiring and onboarding to managing and paying employees in over 160 countries.

**The Payroll Onboarding & Implementation Manager** is part of the Operations team, this person is responsible for leading implementations project with both SMB and enterprise clients, training and guiding our clients, and providing a top-notch onboarding experience. Success in this position requires exceptional client service, detail-oriented, precision; the ability to thrive in a dynamic, team-focused environment; and a passion for helping others achieve results

**Key Responsibilities**
- ** Team Leadership & Management**:

- Lead, mentor, and manage a team of Implementation Managers responsible for executing the end-to-end deployment of payroll software solutions.
- Provide ongoing training and development to the team, ensuring they are up-to-date on product features, payroll regulations, and best practices.
- Monitor team performance, set KPIs, and ensure the team meets project deadlines and client expectations.
- ** Client Onboarding & Project Management**:

- Oversee the client onboarding process, including initial consultation, software configuration, data migration, and system testing.
- Develop and manage detailed project plans, timelines, and deliverables to ensure successful implementations within agreed timelines.
- Work directly with key stakeholders to gather requirements, understand specific payroll needs, and tailor solutions accordingly.
- Ensure that clients receive clear communication and regular updates throughout the implementation process.
- ** Problem Solving & Escalation Management**:

- Act as the point of escalation for complex or high-priority implementation issues.
- Collaborate with internal teams, including Product Development, Account Management, and Support, to address and resolve technical issues.
- Implement corrective actions and continuous improvement measures to ensure smooth project delivery.
- ** Process Improvement**:

- Review and optimize existing implementation processes to increase efficiency and improve client satisfaction.
- Identify gaps in the implementation lifecycle and propose new strategies or tools to enhance service delivery.
- Work with the product team to suggest improvements based on client feedback and recurring implementation challenges.
- ** Compliance & Documentation**:

- Ensure that all implementations are compliant with local, regional, and international payroll regulations.
- Maintain comprehensive documentation of each project, including client requirements, configuration settings, and project outcomes.
- Facilitate the handover to the Account Management and Customer Support teams once implementation is complete.

**Requirements**:

- Minimum of **5 years of experience in payroll software implementation**, with at least 2 years in a leadership or team lead role.
- Strong understanding of **payroll processes, tax regulations**, and best practices in various regions (domestic and international payroll experience is a plus).
- ** Technical Expertise**:

- Proficiency in **payroll software platforms** and related HRIS/ERP systems.
- Strong knowledge of **data migration, system integration, and software configuration**.
- Ability to troubleshoot technical issues and collaborate with IT or product teams to resolve system challenges.
- ** Project Management**:

- Demonstrated experience in managing multiple implementation projects simultaneously, with strong project management skills.
- Ability to develop and maintain detailed project plans, timelines, and budgets.
- Familiarity with project management tools (e.g., JIRA, Asana, or MS Project).
- ** Leadership**:

- Proven ability to lead a team, mentor junior staff, and foster a collaborative, high-performance work environment.
- Strong problem-solving skills, with a proactive approach to identifying solutions and improving team workflows.
- ** Communication**:

- Excellent interpersonal and communication skills, with the ability to work effectively with clients, senior leadership, and cross-functional teams.
- Strong client-facing skills, with the ability to manage client expectations and build long-term relationships.