Senior Director Client Services

This role will be located in Lake Mary, FL, Schaumburg, IL, or Rochester, NY. Lake Mary, FL preferred.

Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company has become one of the fastest-growing HCM software providers worldwide by offering an intuitive, easy-to-use product suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture.

While traditional HR and payroll providers automate basic HR processes such as payroll and benefits administration, Paylocity goes further by developing tools that HR and businesses need to compete for talent and deliver against the expectations of the modern workforce.

We give our employees what they need to succeed, including great benefits and perks! We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances. And if it’s career development you desire, we provide that, too! At Paylocity, people matter most and have always been at the heart of our business.

Help our award-winning technology company run effectively as you take on big challenges and find solutions with a position in Operations. Use your problem-solving skills to shape the way others see Paylocity. Launch your career with us!

The Senior Director, Client Services provides leadership, vision, strategies, processes, and solutions to support the Service Delivery strategy. Responsible for leading the Client Services teams, along with the client loyalty, support, and escalation functions across Client Services. The Sr Director ensures that client perspectives are understood and addressed by business leaders, resulting in improved delivery of products and services.

The Senior Director will be responsible for driving the Service delivery strategy and its execution and be accountable for performance, retention and customer satisfaction while reviewing expansion opportunities to ensure scalability and business continuity.

What you’ll do

• Lead multiple Service teams to meet or exceed key metrics including client loyalty/satisfaction, client retention, employee retention/engagement.
• Partner with and support members of the Sales organization in achieving their sales goals.
• Implement and drive adherence to the process improvement initiatives across operations in support of the organization’s ability to deliver high-quality service.
• Responsible for the ongoing communication and engagement of the Client Services teams to ensure employee understanding and engagement.
• Works to discuss and resolve employee work issues and concerns and provides continual feedback regarding the staff’s individual performances.
• Promotes process improvement principles, values, philosophies, and tools throughout the organization.
• Establishes timely/consistent communication of status and critical issues of all projects/programs that are managed under the group’s direction.
• Utilizes management tools to monitor and manage key performance indicators.
• Collaborates to prepare/manage operational budgets and variances, conduct return on investment analysis on operational initiatives and track/report on variances.
• Effectively communicates and encourages peer-to-peer networking across the organization.
• Partners with executive management team regarding strategic issues such best-in-class service provider roadmap and process re-engineering.
• Assist in the build and documentation of key operational policies and procedures.
• Other duties as assigned.

What you bring

• Minimum 10 years of senior leadership experience with emphasis on customer service (ideally in an HCM environment)
• Bachelor’s degree
• Proven leadership competencies leading multi-site service locations.
• Experience driving cross-functional process improvement initiatives.
• Ability to take full ownership of assignments and be self-motivated.
• Exceptional leadership and staff development/mentoring capabilities
• Demonstrated ability implementing scalable business processes during periods of high growth.
• Ability to work effectively and influence within the organization and influence across the entire organization.
• Ability to demonstrate leadership style, supported by clear understandable strategies with strong focus on results.
• Excellent interpersonal skills
• Strong written and verbal communication skills.
• Ability to work under pressure of time constraints.
• Demonstrates strong change agility
• Attention to detail and thoroughness
• Process and process improvement oriented

Paylocity is an equal-opportunity employer. Paylocity is committed to the full inclusion of all individuals. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. At Paylocity, we believe diversity makes us better.

We embrace and encourage our employees’ differences in age, culture, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion or spiritual belief, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. We actively cultivate these differences through our employee resource groups (ERGs), employee experiences, perspectives, talents, and approaches to drive innovation in the software and services we provide our customers.

We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. To request reasonable accommodation in the job application or interview process, please contact accessibility@paylocity.com.

This role can be performed from any office in the US. The pay range for this position is $185,000 - $220,000 /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. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed. Base pay information is based on market location. Applicants should apply via www.paylocity.com/careers.