Director Payroll Analytics & Customer Support

Department Overview

This position is in the Payroll, Timekeeping and Labor Distribution Service Center, within OHSU Finance. OHSU Finance is the division within Oregon Health & Science University charged with the overall responsibility of accurately processing, reporting, and interpreting the university's financial transactions. We support healing, teaching, discovery, and outreach at OHSU by delivering quality financial information and services to the institution, its sponsors, and the community. Under the direction of the VP of Financial Operations, this role is critical in transforming payroll from a transactional function into a strategic, insight-driven capability that enhances employee experience, ensures compliance, and drives informed business decisions.

Function/Duties of Position

Payroll Analytics & Insights

• Lead the development of payroll analytics strategy, including KPIs, dashboards, and predictive insights.
• Analyze payroll trends, variance drivers, and cost optimization opportunities.
• Provide executive-level reporting and insights to Finance, HR, and senior leadership.
• Partner with cross-functional leaders to translate payroll, timekeeping and LD data into business decisions.
• Leverage automation, data visualization tools, and AI-driven analytics to enhance reporting capabilities.

Reporting & Data Governance

• Oversee the design, development, and maintenance of standardized payroll, timekeeping and LD reports.
• Ensure data integrity, accuracy, and consistency across payroll systems and reporting outputs.
• Establish and enforce data governance frameworks and reporting standards.
• Respond to payroll, timekeeping and LD requests for information (RFI) for collective bargaining agreements (CBA) projects.
• Provide data, expertise and technical support to bargaining teams on payroll and timekeeping subjects.
• Partner with HR, Finance and Budget teams the implementation of multiple CBAs.
• Respond to union grievances related to payroll and timekeeping.
• Respond to payroll public requests.
• Drive continuous improvement in reporting efficiency, automation, and scalability.

Customer Support & Service Delivery

• Lead customer support operations for payroll, timekeeping, LD and payroll reporting, ensuring a high level of service for employees, managers, and leadership.
• Define and monitor SLAs, KPIs, and customer satisfaction metrics.
• Implement best practices for case management, issue resolution, and escalation handling.
• Champion a customer-first culture, improving employee payroll experience and communication.
• Identify recurring issues and implement root-cause solutions to reduce service volume.

Operational Excellence & Process Improvement

• Drive process standardization, automation, and optimization across payroll, timekeeping, LD and payroll reporting operations.
• Lead continuous improvement initiatives and payroll, timekeeping, LD and payroll reporting projects.
• Partner with HR, Finance, and ITG teams on system enhancements, integrations, and upgrades.

• Ensure compliance and mitigate risks with applicable laws and regulations, multiple CBAs and OHSU policies and procedures.
• Lead strategic cross-functional payroll, timekeeping, LD and payroll reporting projects. 

Leadership & Team Development

• Build, lead, and develop high-performing analytics, reporting, and customer support teams.
• Foster a culture of collaboration, accountability, and innovation.
• Provide coaching, career development, and performance management.
• Manage vendor relationships and outsourced service providers where applicable.
• Lead change management initiatives related to payroll, timekeeping, LD and payroll reporting systems and processes.
• Other duties as assigned.

Required Qualifications

• Bachelor’s degree in Accounting, Finance or HR from an accredited college or university. An additional 4 years of direct Payroll/HR experience may substitute for the degree requirement, or other equivalent combinations of education and experience.
• Minimum of 7 years of relevant experience in Payroll/HR wage & hour multi-union environment, and timekeeping system experience, with at least 5 years in a leadership or leadership supporting role.
• Strong understanding of federal, state, and local wage and hour regulations
• Strong understanding and extensive experience with and collective bargaining agreements compliance.
• Comprehensive knowledge of federal and state regulations as well as accounting principles applicable to Payroll, Timekeeping and Labor Distribution.

• Proven experience in managing and developing high-performing teams, with authority over workforce changes, resource allocation and cost optimization within a functional area.

• Demonstration of strong communication and customer service skills, high attention to detail and strong organizational skills.

Preferred Qualifications

• Extensive experience with wage & hour, and compliance with collective bargaining agreements.  
• Solid understanding of Human Resource and Benefits subjects.
• Proven experience in strategic planning, policy development, and cross-functional collaboration.
• Experience with analysis and presentation of large volumes of data.

Additional Details

Benefits 

• Healthcare for full-time employees covered 100% and 88% for dependents.
• $50K of term life insurance provided at no cost to the employee.
• Two separate above market pension plans to choose from.
• Paid time off - 208 hours per year, prorated for part-time.
• Extended illness bank - 64 hours per year, prorated for part-time.
• 9 paid holidays per year.
• Substantial Tri-Met and C-Tran discounts.
• Employee Assistance Program.
• Childcare service discounts.
• Tuition reimbursement.
• Employee discounts to local and major businesses.

Why apply to OHSU?

We are Oregon's only public academic health center. In addition to caring for patients, we lead groundbreaking research. We also train the next generation of health care professionals. As Portland's largest employer, we give you opportunities to learn and advance in a system of hospitals and clinics across Oregon and Southwest Washington.
All are welcome. OHSU welcomes people of all ages, ethnicities, genders, national origins, religions and sexual orientations. We are striving to build an anti-racist, multicultural institution and encourage people with diverse backgrounds to apply. To request reasonable accommodation, contact [email protected]