Paylocity · 2 weeks ago
Director Client Services Ops
Meridian, ID
Full-time
Onsite
Director/Executive
$121K/yr - $195K/yr
7+ years expPaylocity is an award-winning provider of cloud-based HR and payroll software solutions, and they are seeking a Director Client Services Ops to lead service delivery for their payroll, HR, and time and attendance solutions. This role will drive service delivery strategy, ensure customer satisfaction, and oversee a large team responsible for client services.
Enterprise SoftwareHuman ResourcesInformation TechnologyRecruitingSaaSSoftware
Responsibilities
The Director is charged with achieving high quality of service across the client base supported by their service center, meeting agreed upon departmental deliverables and ensuring key operational performance metrics are met
Determines service organizational structure and development needs for their client segments. Creates workforce forecasting and plans to ensure staffing for the client service function, appropriate training plan and career – path development for our evolving business needs
Provide necessary leadership to enhance and improve client relationships through a high performing team of service personnel who are charged with 'owning the relationships' of our clients. Manage cross functional team support and develop strong business relationships throughout the organization
Work within and recommend new performance metrics, definition, and process to measure key performance indicators. Ability to set the vision and culture for continuous process and quality improvement within the service center. Reports on metrics and action plans to entire team and senior management
Work with other service directors in Schaumburg and other centers to maintain consistent service model designs and processes and to drive change and improvement agendas across the service function
Drive an atmosphere of accountability that delegates work items, partners with other areas of the business and liaisons with action owners to ensure successful and timely completion of projects
The Director may handle service delivery escalations that require senior management intervention to remedy any service failures
Ensure all internal audit and compliance requirements are met. Oversee leaders that serve as point people for internal audit and compliance requests
Make recommendations and contribute to the design and implementation of new product functionality and additional service offerings
Lead, coach, motivate, and develop management staff. Responsible for one-on-one meetings, performance appraisals, growth opportunities and attracting new talent
Communicates to their client services teams to ensure employee understanding and engagement. Presents, along with management team, new policies, and initiatives to team
Improve client loyalty as measured through NPS surveys and client retention
Prepares and reports on location’s annual budget (headcount plan, productivity goals and capital expenditures). Manage expenses to the established budget/plan
Ability to travel to remote service centers up to 30-40% of their time
Qualification
Required
Bachelor's degree required
7-10 years senior leadership experience with emphasis on customer service (ideally in a payroll service bureau environment)
Proven leadership competencies running service centers, call centers, or other similar client experience operation
Proven experience leading through significant growth
Experience driving cross-functional process improvement initiatives
Experience with process design and roll-out in a B2B environment that keeps the client experience at the forefront of the decision making and implementation process
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
Ability to demonstrate leadership style, supported by clear understandable strategies with a strong focus on results
Demonstrated success as a strong and influential negotiator
Demonstrated ability implementing scalable business processes during periods of high growth
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
Ability to travel to remote service centers up to 30-40% of their time
Benefits
Medical
Dental
Vision
Life
Disability
401(k) match
Perks that support you, your family, and your finances
Career development
Company
Paylocity
Paylocity is a provider of cloud-based payroll and human capital management (HCM) software solutions.
5001-10000 employees
H1B Sponsorship
Paylocity has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (38)
2024 (20)
2023 (22)
2022 (29)
2021 (2)
2020 (4)
Funding
Current Stage
Public CompanyTotal Funding
$10MKey Investors
Adams Street Partners
2014-03-19IPO
2008-05-16Series Unknown· $10M
Leadership Team
Toby Williams
President & CEO, Board Director
Holly Fulp
Deputy CFO and Chief Strategy Officer
Recent News
2026-01-19
2025-11-10
Company data provided by crunchbase