Director of Application Support

Be part of something bigger. Alliance HCM is hiring a full-time Director of Application Support to our team in The Woodlands, TX!

Who We Are:

At Alliance, we're on a mission to be the largest independent human capital management (HCM) company in the U.S.! We empower small to mid-sized businesses with our innovative, cloud-based technology and unique single-database platform for managing payroll, HR, benefits, onboarding, and more. As the second-largest privately held payroll provider in the nation, we're dedicated to delivering top-notch HCM solutions. When you join our dynamic team, you'll find more than just a job; you'll be part of a supportive community that celebrates your success and inspires you to reach new heights. Let's grow together and make a lasting impact!

DIRECTOR OF APPLICATION SUPPORT CORE PRIORITIES:

You'll be the leader for our application support team, overseeing the daily activities to ensure client issues are properly resolved, specialized reporting and data requests are appropriately completed, and every case moves through Salesforce in a timely fashion. Your team handles escalated issues from all aspects of our HCM and payroll solutions, and you'll coach members on how to provide complex troubleshooting and client support through phone and email communication channels. When needed, you'll step in to personally resolve senior-level issues. Your success as our Director of Application Support will be judged on your ability to maintain a high-performing culture of accountability, continuous improvement, and fantastic client service.

You'll learn all about our reporting, data management, and case resolution processes, and you'll coach your team on these procedures to ensure compliance. Leveraging data and operational insights, you'll monitor your team's performance, manage case volumes, optimize response times, and ensure service levels meet company expectations. You'll provide cross-departmental support as needed, including helping the onboarding team with data verification, and ensuring development, reporting, training, and onboarding activities/system functionality align with client needs. When appropriate, you'll notify senior management about case timelines, extended deadlines, and team workload needs (schedule adjustments, staffing changes, etc.). Staying up-to-date on platform updates and changes, you'll play an integral part in delivering exceptional, high-level client support!

DIRECTOR OF APPLICATION SUPPORT COMPENSATION:

• Competitive salary that reflects your experience and qualifications, plus variable compensation
• 100% employer-paid medical, dental, vision, life, and long-term disability insurance
• 401(k) with employer match
• High-impact leadership visibility and career growth opportunity
• Innovative, collaborative work culture

APPLY IF YOU MEET THESE QUALIFICATIONS:

• 5+ years of experience leading application support, client support, or customer success teams in a SaaS, HCM, or payroll environment
• 5+ years of experience working in an HCM environment
• Proven success managing SLAs, case ticket volume, and team performance targets
• Deep understanding and a strong technical foundation in systems and support operations
• Demonstrated ability to manage multiple simultaneous projects and achieve objectives in a high-growth environment
• Proficiency in Salesforce (or a similar CRM/case management platform) and Microsoft applications like Word and Excel
• Analytical mindset for making sound, data-driven decisions
• Exceptional communication and interpersonal skills for collaborating and building rapport with clients and different departments
• Sharp attention to detail, organizational skills, and self-motivation to follow-through on initiatives

While not required, our ideal Director of Application Support has some experience in payroll or benefits implementation, client data conversion, or human resources. Proficiency in SQL and report writing tools is desired. Knowledge of benefits, timekeeping, and general ledger activities would be helpful. A bachelor's degree in a field like technology or human resources would also be preferred.

We value your time, so we've made it easy to apply with our short initial form.