Lead Implementation and Services Ops - Guadalajara, Mexico

Job Type: Full-time

Location & Work Setup: 100% in-office role based in Guadalajara, Mexico. Remote or hybrid work is not available. Candidates must work onsite five days per week during designated hours.

Position Overview

The Lead Implementation and Services Ops manages the operations for their designated team. The role includes providing leadership, coaching, training, and mentoring to team members and ensuring critical department issues are resolved. The Lead coaches employees, provides feedback, identifies success, and assists management by giving feedback on staff performance and client issues. The Lead identifies training needs and communicates improvements while promoting a positive work culture.

Primary Responsibilities

• Supervise day‑to‑day operations of the assigned group, delegating work as needed.
• Provide support, training, and coaching for new and existing team members.
• Facilitate business and team updates; ensure clarity of expectations through meetings, 1:1s, or huddles.
• Provide input on performance management, promotions, terminations, and performance issues to managers.
• Develop and implement action plans to improve team or individual performance.
• Handle escalated issues from customers or internal teams in a collaborative win‑win approach, troubleshooting and offering solutions aligned with satisfaction and organizational direction.
• Work with team members and managers to develop and communicate process improvements and updates.
• Create procedural documentation for work processes.
• Request enhancements for internal systems or partner interfaces to improve workflows and client experience.
• Research and communicate with internal partners to answer inquiries.
• Ensure quality service to internal and external third‑party partners from the department support team.
• Become well‑rounded on all aspects of the designated department.
• Track team metrics, use them to measure staff performance and incentives, and ensure accountability to meet defined KPIs.
• Become a subject‑matter expert in key areas of the department and use functional and technical knowledge to assist team members.
• Perform all other duties as assigned.

Behaviors and Skills

• Mentor/coach teams and peers to success with timely coaching, feedback, and training that results in improved performance.
• Organize work in a matrix environment with multiple stakeholders.
• Apply expert project‑management skills, managing multiple projects, prioritizing, and delivering on deadlines.
• Communicate effectively, adapt to different styles, influence, and drive results.
• Research and troubleshoot complex problems, cultivate empathy, and de‑escalate conflict for mutually beneficial solutions.
• Leverage data, insights, and analytics to drive performance and decision‑making.
• Collaborate in a team environment, lead meetings, and promote inclusion and diversity.
• Adapt and lead the team through change, pivot when necessary, and manage change successfully.

Education and Experience

• Bachelor's degree required.
• Business‑level English proficiency, both written and spoken, to collaborate with global teams.
• At least two (2) years of prior experience in a client‑supporting operations role.
• Prior experience leading a team.
• Proficiency in Microsoft Office.

Physical Requirements

• Ability to sit for extended periods (7‑8 hours daily).
• Ability to operate a computer, use phone systems, and type, handling multiple software programs simultaneously.

Benefits

Medical, dental, vision, life, disability, and 401(k) matching, along with additional perks.

EEO Statement

Paylocity is an equal‑opportunity employer. Paylocity is committed to the full inclusion of all individuals. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, or other protected status as required by applicable law. We embrace and encourage employees’ differences in age, culture, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio‑economic status, veteran status, and other characteristics. We meet federal and state disability laws and provide reasonable accommodations for applicants and employees with disabilities. To request reasonable accommodation in the job application or interview process, please contact Ver el correo electrónico en click.appcast.io.