Customer Operations Manager leading Aspire Software’s support and professional services teams. Optimizing SaaS customer experience, onboarding, service delivery, and AI - enabled workflows.
About the role
- Payroll and rewards lead managing global payroll, benefits, HRIS, and people analytics. Supporting APPLY’s AI-powered customer experience consultancy across international consumer and entertainment brands.
Responsibilities
- Oversee day-to-day payroll administration and processing
- Advise People & Culture Leads on lifecycle events with complex payroll implications
- Ensure payroll compliance and accuracy across Canada, USA, UK, Chile, and EoR
- Provide backup payroll processing coverage
- Improve employee profile data quality and HRIS onboarding processes
- Partner with Finance on general ledger reconciliations, accruals, and cost forecasting
- Support month-end close reporting, variance analysis, and discrepancy resolution
- Manage global benefits programs, broker relationships, renewals, reporting, and reconciliations
- Administer employee health benefits and retirement plans
- Evaluate benefit plan composition, utilization, and renewal strategies
- Own total rewards communications and employee education
- Resolve complex or sensitive employee inquiries as a tier-2 escalation point
- Manage and track leaves of absence in line with global policy and compliance requirements
- Support recurring pay equity analysis
- Manage the relationship with Deel and oversee vendor performance
- Monitor HiBob and Deel administration, data quality, and system integrity
- Design and build HiBob and Deel workflow enhancements and administer complex edge cases
- Deliver actionable business insights from HRIS data
- Support audit readiness and respond to audit requests
- Implement AI-enabled automations for payroll, benefits, and HRIS processes
- Develop and track People & Culture metrics, dashboards, and data models
Requirements
- 7+ years of progressive experience in Payroll and People Operations, including at least 3+ years at a lead level within a fast-growing, global organization
- Experience with Canada and USA payroll; UK and Chilean experience an asset
- Experience managing and supporting finance and payroll audits, general ledger reconciliations, and audit readiness
- Experience administering payroll and total rewards across the employee lifecycle for a global employee base, including compliance, benefits, and leave management
- Ability to evaluate business opportunities and risks, make sound decisions independently, and communicate to stakeholders
- Expert-level experience administering HiBob or a comparable modern global HRIS such as Workday, Rippling, or BambooHR, including complex workflows and automations
- Advanced spreadsheet proficiency, including VLOOKUPs, Pivot Tables, and Index/Match; experience translating raw HR data into dashboards and executive insights
- Experience managing sensitive payroll escalations or complex leave and benefits cases with empathy and discretion
- Compliance and audit mindset with strong attention to detail
- Fluent in Spanish an asset
- Familiarity with employer of record models and tools such as Deel, Remote, or Oyster
- Hands-on experience using generative AI tools such as Claude to build or improve workflows, reporting, or process documentation
Benefits
- Generous training budgets and mentorship
- Flexible personal time off (PTO)
- Customizable extended health and dental plan
- Flexible work arrangements, including remote, in-office, or a blend of both
- Inclusive and safe work environment
- Agentic AI and strategic upskilling opportunities
- Opportunities to work on engagements with international brands
- Retirement plan administration
- Employee health benefits
- Total rewards communication and employee education programs
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Degree requirement
No Education Requirement
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