Implementation Team Lead

Description

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 Implementation Team Lead is part of the Client Services team, and responsible for leading a team of payroll implementation managers as well as acting as primary point of contact guiding clients through implementation projects. 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

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