📍12 Month Contract, Full Time, On-site

Lush North America supports retail and manufacturing operations across Canada and the United States. Payroll is a critical operational function that relies on clean upstream processes, accurate data flow, and strong controls.

We are hiring a Payroll Process Improvement Lead to strengthen payroll operations through end-to-end process ownership, cross-functional partnership, and measurable continuous improvement across North America. 

In this role, as an individual contributor, you will lead and partner closely with People and Culture, Finance, and Lush business units to own and improve critical people-to-pay workflows impacting payroll accuracy, compliance, and team workload. You will advocate for payroll requirements in upstream decisions, align stakeholders on standards, timing, and accountability, and design practical, audit-ready controls that reduce risk and support sustainable ways of working.

Reporting to the Assistant Controller, the Payroll Process Improvement Lead, North America undertakes the following RESPONSIBILITIES:

Operational Improvements And Payroll-Adjacent Services:

• In collaboration with People and Culture, Compliance and impacted business units:
• Improve the termination process end-to-end: standardized intake forms, approval points, and timely updates in ADP to reduce overpayment and compliance risk.
• Improve processing of change forms for job changes and rate changes with clear approval flows and a complete audit trail.
• Improve seasonal onboarding workflows, including effective coordination with third-party services where appropriate.
• Improve processes around reporting and payment for payroll-adjacent obligations such as workers’ compensation, employer health tax, and other state withholding taxes through stronger tracking, calendarization, reconciliation, and follow-up.

Payroll System Integrations and Onboarding (Payroll Lead Liaison):

• Partner with Talent Acquisition, People, and Systems teams to define payroll requirements for the US Greenhouse to ADP onboarding integration
• Define source-of-truth decisions, required fields, approval timing, and validation rules
• Lead payroll-side readiness for go-live, including test scenario design, payroll cutover alignment, and reconciliation approach
• Build the operating model that ensures the new workflow is adopted consistently and does not drift back to manual workarounds

Ticketing, KPIs, And Workload Visibility (SolarWinds Service Desk):

• Establish standardized intake and routing for payroll work, including bonus requests, required fields, SLAs, and status definitions.
• Implement payroll KPIs and reporting through SolarWinds Service Desk to improve visibility into workload, volume trends, cycle times, and exception rates.
• Create a centralized operational hub for payroll task planning and tracking. SolarWinds highlights reporting and analytics as a key service desk capability and the quality of reporting depends on consistent categorization and disciplined workflows.

Documentation And Communication:

• Maintain and continuously improve payroll SOPs, playbooks, and training materials
• Ensure processes are easy to follow and audit 
• Provide stakeholders with updates on progress, risks, and key decisions

You bring the following QUALIFICATIONS:

Required

• 5+ years of experience in payroll operations, HRIS-adjacent operations, people operations, or a related function with direct payroll impact
• Demonstrated ability to lead cross-functional process improvement initiatives (from problem definition through implementation and stabilization)
• Strong understanding of payroll controls, audit requirements, and data sensitivity
• Experience working with ADP Workforce Now or a similar payroll platform
• Comfort learning system configuration concepts
• Strong systems-thinking mindset with the curiosity to trace upstream and downstream impacts of payroll changes across people, systems, and controls
• Strong analytical skills with experience using metrics to improve operational performance
• Strong written and verbal communication skills and the ability to influence stakeholders without formal authority, and push back constructively when payroll risk is introduced upstream.

Preferred

• Experience supporting ATS to HRIS or ATS to payroll integrations, particularly Greenhouse and ADP
• Experience supporting cross-border payroll operations across Canada and the United States
• Experience implementing service desk workflows, operational dashboards, and ticketing systems

Thriving with a diverse company culture, celebrating the uniqueness of our staff and committed to inclusion. We are proud to be an equal opportunity employer.

We thank all interested applicants; however, only qualified candidates will be contacted.

Job Type: 12 Month Contract, Full Time, In-person

Location: Vancouver, BC (8680 Cambie Street)

Recruitment Process Overview:

#LI-DC1

Lush North America supports retail and manufacturing operations across Canada and the United States. Payroll is a critical operational function, and we are hiring a Payroll Coordinator to help support the team during a transformation period.

As our Payroll Coordinator, you’ll join the Payroll team during an important transformation period, helping keep day-to-day work moving by supporting ticket intake, triage, documentation, and lower-complexity payroll-related requests. This is an operational support role designed to reduce administrative volume for the broader payroll team while providing clear, responsive, and supportive service to employees, managers, and internal partners across the business.

This role does not own end-to-end payroll processing or lead process improvement projects. Instead, you’ll help ensure routine requests are handled accurately, complete information is gathered, and tickets are routed efficiently so the team can deliver timely payroll support.

Reporting to the Payroll Supervisors, your core Responsibilities will include:

• Handle lower-complexity payroll-related requests
• Review incoming payroll tickets and determine whether they can be resolved directly or need to be escalated to appropriate payroll team member
• Ensure tickets contain complete information before they move forward
• Follow up on missing details or approvals needed to move requests along
• Maintain clear and accurate updates within the ticketing system so requestors and internal teams understand status and next steps
• Support payroll-related onboarding activities for Canada and U.S. hires including reviewing onboarding packages for completeness and follow up on missing information with Hiring Managers
• Help ensure required documents and approvals are in place before payroll setup is completed
• Support payroll-related employee changes such as job changes, rate changes, and similar requests, based on training and established processes
• Support payroll-related termination workflows based on established procedures relating to documentation, approvals and timelines ensuring that required information is available for termination processing
• Support administrative steps tied to offboarding requests and termination-related ticket handling
• Assist with routine payroll questions and common requests from employees, managers, and internal stakeholders
• Support the payroll team with administrative follow-up, documentation, and case coordination
• Help maintain organized records and consistent case handling practices and escalating complex or high-risk issues when appropriate
• Follow established payroll procedures, checklists, and team guidance
• Support clean documentation and audit-ready recordkeeping within tickets and related workflows
• Flag recurring issues, incomplete submissions, or process breakdowns to Payroll Supervisors
• Contribute to a consistent and professional experience for internal stakeholders

What We’re Looking For

Required

• 2+ years of experience in payroll support, payroll operations, service desk coordination, administrative operations, or a similar role
• Strong organizational skills and attention to detail
• Experience managing a high volume of requests, cases, or tickets in a fast-paced environment
• Strong written and verbal communication skills
• Ability to follow established processes and escalate issues appropriately
• Comfort working with sensitive and confidential employee information
• Strong judgment in prioritizing tasks and handling deadlines
• Proficiency with Microsoft Office and general comfort learning new systems

Preferred

• Exposure to payroll environments in Canada and/or the U.S.
• Experience using ADP Workforce Now, SolarWinds Service Desk, and/or Greenhouse
• Experience supporting onboarding, offboarding, or employee change processes
• Experience working in retail, manufacturing, or other high-volume operational environments

Working Style

• Practical and detail-oriented
• Comfortable handling repetitive, high-volume administrative work
• Responsive and organized under pressure
• Able to work collaboratively with payroll team members and follow direction closely
• Comfortable asking questions, escalating when needed, and maintaining accuracy

Thriving with a diverse company culture, celebrating the uniqueness of our staff and committed to inclusion. We are proud to be an equal opportunity employer.

We thank all interested applicants; however, only qualified candidates will be contacted.

Job Type: 12 Month Contract, Full Time

Location: Etobicoke, ON - Hybrid (2 days onsite)

Office Address: 35 Jutland Road, Etobicoke, Ontario, M8Z 2G6

Recruitment Process Overview:

#LI-DC1