Payroll Managed Services Representative

About the role

Workstream is building an AI-native service organization to support the hourly workforce. This role focuses on delivering accurate, efficient payroll services while using automation to improve internal workflows and customer outcomes. You will own the end-to-end integrity of payroll processing by combining technical execution with empathetic customer interactions. The position requires a proactive mindset to identify issues before they escalate and to drive resolutions that protect data and compliance. You will serve as a critical human checkpoint, ensuring that AI-generated recommendations are validated and applied correctly in every payroll cycle. Success in this role means partnering with engineering, product, and design to shape the future of automated payroll services. You will be responsible for maintaining clear documentation and sharing insights that improve both internal procedures and the customer experience. This is an opportunity to directly influence the reliability and accuracy of payroll for a growing workforce.

Key facts

What you'll do

• Orchestrate end-to-end payroll processing by leveraging customer data and managing recurring items with precision.
• Investigate and resolve customer inquiries through thorough analysis and clear, professional communication.
• Scrutinize payroll data to validate accuracy and systematically identify discrepancies across datasets.
• Exercise human oversight to verify AI-generated outputs and recommendations for correctness and compliance.
• Partner with the EPD team to refine automated processes and tools, providing feedback based on real-world scenarios.
• Create and maintain detailed documentation while actively contributing to internal knowledge bases for team reference.
• Safeguard sensitive employee information by applying strict confidentiality protocols in every interaction.
• Engage in testing and adoption of new AI-powered service features to ensure they meet operational standards.
• Monitor payroll workflows to ensure adherence to internal controls and regulatory requirements.
• Support the continuous improvement of service quality by identifying patterns in errors and proposing actionable solutions.
• Serve as the primary point of contact for payroll-related issues, ensuring timely and accurate resolution.
• Utilize advanced problem-solving skills to address complex payroll scenarios that require multi-step resolutions.
• Collaborate cross-functionally to align payroll operations with product releases and process enhancements.
• Maintain a high level of organization to track multiple payroll cycles and related tasks under strict time constraints.

Requirements

• Possess a minimum of 2 years of experience in payroll, finance operations, HR technology, customer service, or related fields.
• Demonstrate strong attention to detail and an unwavering commitment to high-accuracy work in all responsibilities.
• Show the ability to effectively manage multiple tasks while adhering to strict time-sensitive deadlines.
• Exhibit proficiency with software, data management, and digital workflows essential to payroll operations.
• Provide evidence of excellent verbal and written communication skills in both internal and external interactions.
• Prove a demonstrated ability to own issues from initial identification through final resolution without dropping the ball.
• Display a willingness to learn and actively utilize AI-powered tools within a professional service environment.
• Have the legal right to work in the United States and eligibility to work in Utah without sponsorship.
• Be available to work a hybrid schedule with in-office presence on Tuesday, Wednesday, and Thursday.
• Comply with all company policies, including data security and confidentiality agreements.
• Have access to reliable transportation to attend in-office days as required by the role.
• Be capable of performing all essential job functions with or without reasonable accommodation.

Nice to have

• Bring prior experience specifically in payroll processing or in supporting payroll-related inquiries to accelerate onboarding.
• Show familiarity with HRIS platforms, timekeeping software, or financial systems used in complex payroll environments.
• Hold professional certifications such as CPP or FPC that demonstrate knowledge in payroll and finance fields.
• Have a background in quality assurance, workflow automation, or process improvement initiatives.
• Present experience working in high-growth technology or service environments where agility is essential.
• Understand the nuances of compliance and data privacy as they relate to payroll and employee data.
• Have exposure to AI tools and an understanding of how they can be integrated into service operations.
• Participate in continuous learning to keep up with changes in payroll regulations and technology.

Practical notes

This position requires a physical presence in the Lehi office three days per week, specifically Tuesday, Wednesday, and Thursday. The hybrid schedule is designed to support collaboration, real-time problem-solving, and team cohesion. Success in this role is measured by the accuracy of payroll delivery, strict adherence to compliance standards, and the ability to contribute to product and process improvements through timely feedback to the EPD team. Applicants must meet all requirements and possess the necessary authorization to work in the United States. The company reserves the right to update job descriptions and requirements as operational needs evolve. This role is integral to maintaining the trust and reliability that Workstream delivers to its customers and partners.