Lead Payroll Specialist, Payroll Bureau

Restaurant365 is transforming how restaurants run their businesses. Today, we help more than 50,000 restaurant locations manage their finances, operations, and people. As AI changes what's possible, we're reimagining how restaurant back offices operate—automating routine work, helping teams make better decisions, and giving restaurant leaders more time to focus on growing their businesses. We're transforming how we work, too. AI is changing how we build products, solve problems, and deliver results for our customers. We're embracing new ways of working, moving faster, and creating opportunities for our people to make a greater impact. At Restaurant365, our culture is built on ownership, collaboration, and continuous improvement. We believe in challenging ourselves, learning every day, and working together to achieve great results. We're looking for people who are curious, take initiative, and want to grow while helping shape the future of an industry.

Responsibilities - Payroll Operations & Customer Ownership

- Independently manage recurring payroll activities for assigned customers, coordinating inputs, deadlines, approvals, and follow-up to support accurate, timely payroll.

- Maintain an understanding of customer payroll calendars, business practices, entities, locations, and approval requirements; translate those needs into consistent service delivery.

- Review payroll readiness and required inputs, identify missing or inconsistent information, and coordinate customer decisions or corrections before processing deadlines.

- Prepare or import approved payroll transactions, review calculations and variances, reconcile results, and investigate discrepancies within the approved service scope.

- Perform payroll audits and reasonableness checks to identify unusual payments, material changes, calculation concerns, or other exceptions that require review or escalation.

- Serve as the primary operational customer contact, explaining payroll results, presenting action items, setting expectations, and advising customers when payroll is ready for final approval and submission.

- Support payroll corrections and off-cycle requests, coordinating customer instructions, internal dependencies, and appropriate approvals while considering downstream reporting and payment impacts.

- Coordinate post-payroll reporting, reconciliation, issue resolution, and follow-up with customers and internal teams as appropriate.

- Support customer onboarding, transition, and stabilization in partnership with Implementation and other service owners.

- Coordinate additional customer services as the offering develops, which may include ACA, workers’ compensation, or 401(k) reporting, based on approved scope, training, and ownership.

- Service Development & Lead Expertise

- Partner with Payroll Operations leadership to develop and refine workflows, customer playbooks, controls, service standards, and coverage practices for the new offering.

- Contribute to clear handoffs, readiness expectations, approval boundaries, and escalation paths across the customer lifecycle.

- Act as a subject-matter expert for complex payroll scenarios and customer escalations, coordinating with appropriate internal teams and leadership to resolve issues.

- Identify recurring issues, customer needs, product gaps, and process improvements; recommend practical solutions that strengthen accuracy, consistency, and scalability.

- Contribute to service reporting and operational measures, such as payroll timeliness, accuracy, correction trends, customer responsiveness, and processing effort; communicate risks and improvement opportunities to leadership.

- Develop and maintain reusable documentation and knowledge resources, incorporating lessons learned from payroll issues, customer feedback, and service delivery.

- Support knowledge sharing, cross-training, backup coverage, and onboarding of future team members as the managed-service fu