Director Client Services Ops - Enterprise, West

About the role

The Director Client Services Ops - Enterprise, West will lead the service delivery of Paylocity's payroll, HR, and time and attendance solutions for the service center. They will drive the service delivery strategy and its execution, ensuring performance, retention, and customer satisfaction.

Responsibilities

• Determine service organizational structure and development needs for client segments.
• Create workforce forecasting and plans to ensure staffing, training, and career path development for evolving business needs.
• Enhance and improve client relationships through a high-performing team of service personnel.
• Manage cross-functional team support and develop strong business relationships throughout the organization.
• Set and implement new performance metrics, definitions, and processes to measure key performance indicators.
• Create and report on metrics and action plans to the entire team and senior management.
• Maintain consistent service model designs and processes across centers and drive change and improvement agendas.
• Delegate work items, partner with other areas of the business, and liaise with action owners to ensure successful project completion.
• Avoid non-compliance with internal audits and compliance requests.
• Design and implement new product functionality and additional service offerings.
• Lead, coach, motivate, and develop management staff.
• Communicate new policies and initiatives to the team.
• Improve client loyalty as measured through NPS surveys and client retention.
• Prepare and report on the annual budget (headcount plan, productivity goals, and capital expenditures).
• Manage expenses to the established budget/plan.
• Travel to remote service centers up to 30-40% of time.

Requirements

Requires a bachelor’s degree and 7-10 years of senior leadership experience with emphasis on customer service, ideally in a payroll service bureau environment. Proven leadership competencies running service centers, call centers, or similar client experience operations. Proven experience leading through significant growth. Experience driving cross-functional process improvement initiatives. Broad and deep knowledge of Payroll/HRIS/Time and Attendance. Strong judgment with the proven ability to balance growth, retention, and profitability business goals against operational constraints and risk. Ability to build strong and effective relationships which introduce win-win solutions across departments and with clients. Demonstrated success as a strong and influential negotiator. Proven ability to drive decisions and actions among diverse groups to achieve goals. Excellent verbal/written communication skills. Highly complex problem-solving ability. Ability to work effectively within the organization where the position does not have responsibility over functional teams but does have overall responsibility for client satisfaction and retention.

Qualifications

Must be able to sit for extended periods: The role requires sitting at a desk or workstation for long periods, typically 7-8 hours a day. Must be able to use a computer and phone systems: The employee must be able to operate a computer, use phone systems, and type. This includes using multiple software programs and inquiries simultaneously.

Skills

Strong leadership skills, strategic thinking, and the ability to manage and motivate a team. Proficiency in managing and improving service delivery models. Knowledge of Payroll/HRIS/Time and Attendance systems. Strong negotiation and problem-solving abilities. Excellent communication and interpersonal skills. Ability to work effectively in a fast-paced, dynamic environment.

Benefits

Paylocity offers a comprehensive benefits package including medical, dental, vision, life, disability, and a 401(k) match. Additional benefits include paid time off, flexible spending accounts, and wellness programs.

Pay

The base pay range for this position is $120,600 to $195,000/yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. This position is eligible for an annual bonus and restricted stock unit grant based on individual performance in addition to a full range of benefits outlined here.

Schedule

This is a 100% in-office role based at our Meridian, ID location. Remote or hybrid work is not available for this position. Candidates must be able to work on-site five days per week during designated work hours.