OneSource Virtual

Accounts Payable

• Process invoices using OCR
• Audit all the information extracted from the invoice for accuracy
• Answer and return Customer Service cases in a timely manner and meet all SLA requirements
• The candidate will be a confident communicator and pay good attention to detail
• Ability to work in a pressurized environment driven by deadlines and SLAs
• Ability to take responsibility for the quality of own work

Accounts Payable Administrator

• Focuses on talent development, building a strong team processing 140+ invoices per day
• Provides training, mentoring, & daily guidance to team members
• Reviews daily metrics to track employee performance (KPIs), customer SLA, and daily activity
• Reviews customer cases to find coaching opportunities
• Oversees supplier setup, process, and documentation
• Oversees in YE 1099/1096 and 1099 Enhanced process
• Participates in customer QBRs, builds decks, hosts meetings
• Supports the FAS Director, Managers, and Supervisors

Accounts Payable Supervisor

Director

• Hire and manage the renewals team to achieve customer retention and revenue goals.
• Own the renewal strategy, including forecasting, pipeline management, and renewal playbooks.
• Partner closely with Customer Success and Sales to align renewal timing, upsell/cross-sell opportunities, and customer health data.
• Build scalable processes to improve renewal efficiency and reduce churn.
• Analyze renewal metrics and trends, identifying risks and opportunities within the customer base.
• Collaborate with Finance and Legal on renewal pricing, contract terms, and negotiation guidelines.
• Drive continuous improvements to CRM and renewal automation tools.
• Hire, train, and mentor team members to support their professional development and performance.
• Report on KPIs including renewal rate, net revenue retention (NRR), churn, and expansion revenue.

Director of Renewals

Support Engineer

• Execute comprehensive communication plans for support operations, coordinating with development, compliance, customer success, and executive teams to ensure aligned service delivery.
• Demonstrate ability to recognize and hire talent that strengthens the support organization, identifying candidates with strong technical troubleshooting skills and customer service orientation.
• Use both objective and subjective measurements to guide staff ratings and development plans, ensuring team members receive appropriate feedback and career growth opportunities.
• Create appropriate staff level development goals that align with individual capabilities and support team objectives while fostering technical skill advancement.
• Handle critical conversations with staff regarding performance, escalations, customer feedback, and professional development in a constructive and supportive manner.
• Effectively mentor and improve technical and customer service skills appropriate to each team member's level, ensuring continuous development in troubleshooting and platform expertise.
• Set accurate time estimates for support activities assigned to the team, ensuring realistic planning for incident resolution and project support commitments.
• Maintain accountability for work product of the team, ensuring all support deliverables meet quality standards and customer satisfaction requirements.
• Delegate effectively, distributing support cases and projects based on individual strengths and development needs while maintaining oversight and guidance.
• Maintain team's effectiveness, quality, and morale during high-pressure periods, platform outages, and organizational changes affecting support operations.
• Oversee comprehensive job monitoring and system health surveillance for payroll tax platforms, ensuring proactive identification of performance issues and potential service disruptions.
• Manage incident triage processes to ensure proper prioritization, escalation, and resolution of platform issues while maintaining customer communication and expectation management.
• Coordinate ad-hoc analysis and investigation of platform anomalies, performance issues, and customer-reported problems to identify root causes and prevent recurrence.
• Lead customer ticket support operations including assignment, tracking, resolution, and customer communication to ensure timely and satisfactory problem resolution.
• Implement AI tools and automation to enhance support efficiency, automate routine tasks, and improve incident detection and resolution capabilities.
• Ensure established standards and best practices are consistently used across all support activities, incident management, and customer interactions.
• Communicate successes of individuals and the team effectively to senior leadership, highlighting support achievements and customer satisfaction improvements.
• Provide innovation and process improvement guidance to enhance support methodologies, reduce resolution times, and improve overall platform reliability.

Technical Support Manager, Payroll Tax Platform

Analyst

• Assisting with Workday setup of OneSource Virtual services inside the Workday tenant and security framework
• Collaborate effectively with your team to gain knowledge on Services implementation methodology.
• Get a clear understanding of the process flows across all the different systems/technologies involved to take our customers live successfully.
• Identify issues and escalate appropriately.
• Assist in the transition of the customer from implementation team to client services team/support.
• Assist with other assigned activities within functional area to ensure ongoing support of OneSource Virtual initiatives.
• Review assigned cases to identify resolutions across customers and/or internal users
• Assisting to ensure projects are delivered with the budget and on-time.
• Assist team with special projects in flight.
• Assist with testing and documentation of existing and new Service offerings.
• Assumes other duties as assigned by Manager

Services Enablement Analyst

Product Manager

• Assess, evaluate, coordinate, and integrate the various stages of the product lifecycle
• Facilitate the development and definition of the product strategy and roadmap
• Collect, analyze, make recommendations, prioritize, and address product and customer needs
• Collaborate with engineering, sales, and marketing teams for successful product launches and market adoption
• Coordinate competitive analysis and market research to inform product decisions
• Drive product innovation and manage lifecycle from inception to phase-out
• Oversee product-related deliverables, including PRDs, metrics, budgets, forecasts, pricing, and performance measures
• Build relationships with cross-functional teams and partner collaborations

• maintaining tax profile data for OSV customers
• processing tax profile updates with a high level of accuracy into multiple systems
• point of contact for tax profile and basic tax inquiries
• managing cases for assigned customer team(s)
• maintaining customer tax profile by updating internal systems
• supporting and managing proactive customer cases regarding data and/or configuration anomalies
• reviewing and analyzing employee and employer-level payroll tax data
• meeting strict deadlines for monthly, quarterly, ad hoc reports, and data inquiries

Tax Data Specialist

Bookkeeper

• Responsible for supervising a team of payroll employees
• Process, settle, and fulfill payroll
• Customer-facing interactions to solve inquiries via the OneSource ticketing system
• Coach and train the payroll team to ensure compliance
• Coordinate project activities
• Act as primary client contact to improve customer satisfaction
• Identify issues impacting satisfaction and solicit cross-selling opportunities
• Lead daily activities and ensure quality standards

Payroll Services Supervisor

Software Engineer

• Design, develop, and maintain Workday Extend applications
• Develop complex Workday Orchestrations
• Implement GraphQL solutions within Workday
• Demonstrate exceptional problem-solving abilities
• Leverage AI tools to enhance Workday development productivity
• Collaborate with an experienced Workday development team
• Create and deliver high-quality Workday Extend deliverables
• Support the Workday development team through active participation in Agile SCRUM processes
• Troubleshoot and debug complex Workday technical issues
• Implement Workday integration solutions

Senior Workday Extend Developer

• Act as named Specialist for Managed Payroll and Payroll Administrative customers; and support other OSV payroll, tax and garnishment customers as needed within the service team
• Manage and respond to cases daily to ensure service level agreements and high client satisfaction levels are being met
• Respond to internal escalated cases from payroll team and other internal stakeholders
• Manage the timely resolution of customer issues including handling customer escalations, perform and document Root Cause Analysis and implement remedial procedures to close gaps identified
• Lead scheduled weekly, monthly, and quarterly client calls; participate in new client transition and other service area calls as needed, such as tax
• Configure basic to medium complex Workday pay components, deductions, run categories and support the year-end process and assist with special projects as needed
• Troubleshoot quarter and year-end audit reports and make recommendations to customers
• Meet quality and production metrics and scorecards
• Maintain payroll services support documentation
• Work extensively with peers and customer teams to collaboratively support customers and resolve requests

Payroll Specialist II

Account Executive

• Primary responsibility for new customer acquisition and company revenue growth
• Engage proactively in assigned territory with Workday sales teams and leverage professional network
• Drive net new business sales into small to medium accounts (Workday-defined 5,000–6,000 employees or less)
• Drive complex sales cycles to closure utilizing Marketing, Business Development, Solution Consulting, Legal, and Executive Leadership
• Implement value-selling processes and apply in-depth knowledge of Workday products and OSV BPaaS Services
• Use consultative selling skills to build long-standing relationships with prospective customers and executive sponsors
• Position outsourcing solutions in payroll, benefits administration, HR, and finance
• Understand strategic competitive landscape to effectively position Workday and OSV solutions
• Cultivate mutually beneficial relationships with Workday sales teams in assigned territory
• Maintain accurate and timely customer, pipeline, and forecast data; maintain Salesforce data
• Manage and oversee contract sales initiatives in assigned territory
• Operate effectively in a fast-paced, multi-dimensional environment

Account Executive – Medium Enterprise, Net New

• Process invoices using OCR.
• Audit all the information extracted from the invoice for accuracy.
• Full training will be provided.
• Answer and return Customer Service cases in a timely manner and meet all SLA requirements.
• The candidate will be a confident communicator and pay good attention to detail.
• Ability to work in a pressurized environment driven by deadlines and SLAs
• Ability to take responsibility for the quality of own work.
• Always a Team Player.