• Provide executive oversight for entertainment system operations, including system support, issue resolution, testing, documentation, and training functions.
• Establish scalable service and support models that align with production schedules, touring demands, and episodic employment cycles.
• Define operational priorities, service levels, and performance metrics to ensure reliable, accurate, and compliant system operations.
• Ensure teams are structured to provide timely front‑line support, advanced troubleshooting, and system expertise for high‑volume, time‑sensitive entertainment clients.
• Oversee day‑to‑day and escalated system support for payroll, timekeeping, onboarding, and workforce management platforms.
• Act as an escalation point for critical, high‑impact, or client‑sensitive system incidents.
• Ensure comprehensive system testing strategies are in place, including user acceptance testing (UAT), regression testing, and productio.n readiness validation.
• Partner with Technology and Product teams to validate functionality against entertainment‑specific operational requirements.
• Oversee the creation, maintenance, and governance of standard operating procedures (SOPs) related to system support, payroll processing, exception handling, and compliance workflows.
• Ensure documentation is clear, current, and standardized across entertainment clients and operational teams.
• Ensure system support, testing, and operational processes comply with labor regulations, union/guild requirements, and PEO standards.
• Partner with Compliance, and Internal Audit teams to reduce operational risk and support audits or regulatory reviews.
• Identifies training needs and ensures proper training is developed and provided.
• Oversees the daily workflow of the department.

• Deep knowledge of entertainment industry workforce and payroll operations, including film, television, live events, touring, and episodic employment models.
• Strong understanding of PEO operating models, co‑employment structures, and regulatory responsibilities.
• Expertise in enterprise payroll, timekeeping, onboarding, and workforce management systems, including system integrations and data flows.
• Working knowledge of union and guild agreements, complex pay structures, fringes, residuals, and multi‑jurisdictional labor requirements.
• Knowledge of system support operations, incident management frameworks, testing methodologies (UAT, regression), and release readiness practices.
• Advanced problem‑solving and troubleshooting leadership skills, with the ability to assess root causes and drive long‑term solutions.
• Strong system testing and validation leadership, ensuring operational requirements are met prior to production releases.
• Excellent process design and SOP development skills, with an emphasis on standardization, efficiency, and compliance.
• Strong cross‑functional collaboration skills, partnering effectively with Technology, Product, Compliance, Legal, Client Services, and Sales teams.
• Ability to anticipate operational risks related to system changes, compliance requirements, or workforce scale and proactively mitigate them.
• Ability to translate business and client needs into system, support, and process requirements.
• Ability to lead through change, including system upgrades, regulatory shifts, and organizational growth.

• Bachelor’s degree in Business Administration, Operations Management, Information Systems, Human Resources, or a related field required; or an equivalent combination of education and relevant experience.
• Minimum of 5 years of progressive experience in system operations, payroll operations, HR technology, or workforce support within a complex, high‑volume environment.
• 5+ years of senior leadership experience managing managers, system experts, and/or support specialists across multi‑tiered support or operational teams.
• Demonstrated experience supporting enterprise payroll, workforce management, timekeeping, or HRIS platforms, including system support, troubleshooting, testing, and production readiness.
• Proven experience leading system support functions, including incident management, root‑cause analysis, escalation handling, and service level management.
• Strong background in system testing and operational readiness, including UAT coordination, regression testing, and validation of system changes prior to release
• Experience developing and maintaining standard operating procedures (SOPs), process documentation, and audit‑ready workflows.
• Experience working with or supporting entertainment industry clients (film, television, live events, touring, or production environments) highly preferred.
• Prior experience within a PEO, payroll service provider, or outsourced HR services organization a plus.

• Frequently required to sit; occasionally required to stand and walk.
• Specific vision abilities required include close vision, color vision, and ability to adjust focus.
• Frequently required to talk and hear.
• Moderate concentration/intensity, which includes prolonged mental effort.
• Average memory, taking into consideration the amount and type of information.
• Noise level in the work environment is usually moderate.

PrismHR is a fast-paced SaaS company which provides customers with a cloud-based payroll process software application. PrismHR also provides professional services including system implementation consulting, custom configurations, and training. Lastly, via the Company’s Marketplace platform customers and end users access other human resources and employee benefits applications from PrismHR’s Marketplace Partners.

Diversity, Equity and Inclusion Program/Affirmative Action Plan:
We have transformed our company into an inclusive environment where individuals are valued for their talents and empowered to reach their fullest potential. At PrismHR, we strive to continually lead with our values and beliefs that enable our employees to develop their potential, bring their full self to work, and engage in a world of inclusion.

Ensuring an inclusive environment for our employees is an integral part of the PrismHR culture. We aren't just checking a box, we are truly committed to creating a workplace that celebrates the diversity of our employees and fosters a sense of belonging for everyone. This is essential to our success. We are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about our roles but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for these open roles or other open roles. We particularly encourage applicants from traditionally under-represented groups as we seek to increase the diversity of our workforce and provide fair opportunities for all.

As a proud Equal Opportunity and Affirmative Action Employer, PrismHR encourages talent from all backgrounds to join our team. Employment decisions are based on an individual’s qualifications as they relate to the job under consideration. The Company’s policy prohibits unlawful discrimination based on sex (which includes pregnancy, childbirth, breastfeeding, or related medical conditions, the actual sex of the individual, or the gender identity or gender expression), race, color, religion, including religious dress practices and religious grooming practices, sexual orientation, national origin, ancestry, citizenship, marital status, familial status, age, physical disability, mental disability, medical condition, genetic information, protected veteran or military status, or any other consideration made unlawful by federal, state or local laws, ordinances, or regulations.

The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company and prohibits unlawful discrimination by any employee of the Company, including supervisors and co-workers.

Privacy Policy: For information about how we collect and use your personal information, please see our privacy statement available at https://www.prismhr.com/about/privacy-policy.

PrismHR provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. If you have any difficulty using our online system and you need a reasonable accommodation due to a disability, you may use the following alternative email address to contact us about your interest in employment at PrismHR: taglobal@prismhr.com. Please indicate in the subject line of your email that you are requesting accommodation. Only candidates being considered for a position who require an accommodation will receive a follow-up response.

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