Director Facilities Support Services (Guadalajara)

Alorica is a leading provider of customer experience solutions, helping the world's most respected brands deliver exceptional customer service. With operations in over 16 countries and a general workforce of more than 100,000 employees, we specialize in creating personalized interactions across voice, chat, social media, and other digital channels. At Alorica, we're driven by a passion for people—both our clients and our employees.

Our mission is simple: to make lives better—one interaction at a time.

We offer a dynamic, inclusive, and supportive work environment where growth and development are encouraged, and where every voice matters. Whether you're looking to start your career or take the next big step, Alorica offers opportunities to learn, grow, and thrive while making a meaningful impact.

Summary

Responsible for leading end-to-end payroll operations, ensuring accurate and compliant processing and distribution of payroll for a diverse workforce. This role oversees tax compliance, wage deductions, and regulatory reporting, including year‑end activities, and ensures timely filing with government agencies. The Director drives operational excellence by strengthening payroll controls, optimizing processes, and implementing improvements that enhance efficiency, scalability, and compliance.

Key responsibilities

• Oversee the preparation and distribution of multi‑country, multi‑state/province payrolls to ensure accurate payroll processing for employees across multiple regions.
• Ensure compliance with all federal, state, provincial, and international payroll regulations, including wage and hour laws.
• Oversee accurate withholding and reporting of taxes, deductions, garnishments, and contributions.
• Serve as the primary liaison between Payroll and internal departments (HR, Finance, Operations) for payroll‑related matters.
• Provide guidance to HR and business partners on payroll policies, procedures, and compliance requirements.
• Support enterprise initiatives such as acquisitions, system conversions, and year‑end activities.
• Resolve complex payroll issues and serve as escalation point for high‑impact matters.
• Direct and oversee payroll staff to ensure accurate, timely payroll processing in compliance with corporate policies, procedures, and local regulations.
• Hire, train, coach, and develop payroll team members, fostering a high‑performance and growth‑oriented environment.
• Establish performance standards, set measurable goals, and manage team performance in alignment with organizational objectives.

Requirements

• Associate's degree in accounting, Finance, HR, or related field (or equivalent experience) preferred.
• Bilingual in Spanish and English.
• 7-10 years of payroll experience.
• Prior experience supervising or mentoring payroll staff preferred.
• Working knowledge of payroll laws, tax regulations, and compliance requirements.
• 5+ years' experience with payroll and timekeeping systems (e.g., Oracle, ADP, Kronos, or similar) and leading a payroll team.
• Strong leadership and team management skills.
• Work effectively with Senior/Executive Leadership staff providing timely, accurate and consistent documentation.