Director of Operations (Payroll & Customer Operations)

About This Role

Here’s a clear, compelling, and realistic Indeed job description that will attract the operator/executor you’re actually looking for — someone who can run the machine, not just manage people.

I also added a few smart positioning elements to appeal to high\-ownership candidates (the kind you want as your right hand).

Director of Operations (Payroll \& Customer Operations)

Friday – New City, NY (On\-site) Full\-Time \| $80,000–$100,000 \+ Equity

Location: 20 Squadron Blvd, New City, NY Schedule: Monday–Friday, 9:00 AM – 6:00 PM (In Office)

About Friday

Friday is a fast\-growing payroll and workforce platform helping small businesses run payroll, manage time, and stay compliant — simply and efficiently.

We’re building a scalable operations engine to support our next stage of growth. This role is for someone who wants to build, improve, and run the machine, not just manage it.

You will work directly with the CEO and act as the operational backbone of the company.

The Role

We’re looking for a hands\-on Director of Operations to lead and scale our core operational departments:

• Customer Implementation (Onboarding)
• Customer Support \& Escalations
• Billing
• Payroll Tax Operations

This is a leadership role for someone who

• Understands payroll and compliance
• Solves problems quickly and practically
• Isn’t afraid to jump into customer issues when needed
• Can build systems, processes, and accountability across teams

You will manage a hybrid team including local staff and a remote team in the Philippines.

What You’ll Do

Operational Leadership

• Oversee daily operations across onboarding, support, billing, and tax
• Ensure service levels, accuracy, and response times meet company standards
• Handle complex escalations and high\-priority client issues

Process \& Systems

• Build and improve SOPs, workflows, and quality control systems
• Implement AI tools, automation, and operational technology
• Design training programs, performance management, and hiring processes
• Establish metrics, dashboards, and accountability structures

Cross\-Functional Execution

• Act as the bridge between Sales, Product, and Support
• Translate company vision into daily operational execution
• Identify bottlenecks and fix them quickly

Team Management

• Lead supervisors and team leads
• Manage and optimize a remote Philippines\-based team
• Build a culture of ownership, speed, and accountability

What We’re Looking For

Experience

• 5\+ years in Operations, Customer Operations, or Payroll Operations
• Strong understanding of payroll, taxes, or HR/payroll systems (ADP, Gusto, Paychex, etc.)
• Experience managing support or operational teams (including remote teams)

Skills \& Traits

• Hands\-on problem solver — not afraid to get into the details
• Strong process builder and executor
• Comfortable with technology, automation, and AI tools (no coding required)
• Clear communicator who can translate business needs into operational action
• Highly organized, accountable, and results\-driven
• Comfortable speaking with customers when necessary

Compensation \& Benefits

• $70,000 – $120,000 salary (based on experience)
• Equity / stock options
• Unlimited PTO
• High\-growth environment with direct access to leadership

Why This Role Matters

This is a right\-hand\-to\-the\-CEO role. You’ll be building the operational engine that allows Friday to scale.

If you’re someone who wants ownership, impact, and the opportunity to build

Pay: $75,000\.00 \- $120,000\.00 per year

Application Question(s)

• Tell me about a time you had to solve a problem, but you didn’t have the tools, budget, or support you needed. What did you do?
• Give me an example of a time when there was no process or instructions. What did you create?
• Why does this role at Friday interest you?
• What tools, automation, or AI systems have you implemented or used to improve operations?
• This is a fast\-growing company where processes are still being built and priorities change quickly. Are you comfortable working in a startup\-style environment?
• This role is hands\-on and may require jumping into customer issues, troubleshooting payroll problems, or working directly with the team. Are you comfortable with this type of role?
• Are you able to work full\-time, on\-site (Monday–Friday) at New City, NY 10956?
• Do you have at least 3 years of experience in payroll or payroll operations

Work Location: In person