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Paylocity, a leading cloud-based HR and payroll software provider, seeks a Director of Client Services Operations to lead service delivery for enterprise clients across the Western region. This is a high-impact leadership role managing 5-8 client service teams with 4-6 managers and 2-4 team leads per team, overseeing 150+ employees total. You will be accountable for service delivery strategy, execution, performance, retention, and customer satisfaction while identifying expansion opportunities for scalability and business continuity.
Key responsibilities include: establishing and executing service delivery strategy aligned with business goals; designing organizational structures and development plans for client segments; creating workforce forecasting and staffing plans with appropriate training and career-path development; leading high-performing service teams focused on client relationship ownership; managing cross-functional support and building strong internal partnerships; developing and recommending performance metrics and KPIs; setting vision and culture for continuous process and quality improvement; reporting metrics and action plans to senior management; collaborating with other service directors to maintain consistent service models and drive improvement agendas; creating accountability and delegating work effectively; handling escalations requiring senior intervention; ensuring audit and compliance requirements are met; contributing to new product functionality and service offerings; leading, coaching, and developing management staff; improving client loyalty through NPS and retention metrics; and managing annual budgets including headcount planning and capital expenditures.
The role 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. You should have proven competencies running service centers, call centers, or similar client experience operations; experience leading through significant growth; and a track record of driving cross-functional process improvement initiatives. Travel to remote service centers up to 30-40% is required. This is a 100% in-office role based in Meridian, ID with no remote or hybrid options available.
