Director Client Services Ops

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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 delivering an intuitive, easy‑to‑use product suite that automates and streamlines HR and payroll processes, attracts and retains talent, and builds a strong workplace culture.

The Director Client Services Ops will provide high‑level leadership for the service delivery of our payroll, HR, and time‑and‑attendance solutions within the service center. The Director will drive the service delivery strategy, execution, performance, retention, and customer satisfaction, while reviewing expansion opportunities to ensure scalability and business continuity. Responsibilities include leading 5–8 client teams and over 150 employees, creating scalable delivery models, implementing process improvements, expanding service offerings, and maintaining client loyalty.

• Achieve high quality of service across the client base, meeting agreed departmental deliverables and operational performance metrics.
• Determine service organizational structure and development needs for client segments; create workforce forecasts and staffing plans.
• Provide leadership to enhance client relationships through a high‑performing team that owns client relationships.
• Recommend new performance metrics, processes, and KPIs; set a vision and culture for continuous improvement.
• Work with other service directors to maintain consistent service models and drive cross‑center improvement agendas.
• Instill accountability, delegate work items, partner with other areas, and liaison with action owners for timely project completion.
• Handle escalations requiring senior management intervention to remediate service failures.
• Ensure all internal audit and compliance requirements are met; oversee leaders acting as points of contact for audit requests.
• Make recommendations and contribute to new product functionality and additional service offerings.
• Lead, coach, motivate, and develop management staff; conduct performance appraisals and growth opportunities.
• Communicate with client services teams to ensure understanding and engagement with new policies and initiatives.
• Improve client loyalty as measured through NPS surveys and retention.
• Prepare and report on the location’s annual budget, manage expenses, and achieve budgeted performance.
• Travel to remote service centers up to 30–40% of the time.

• Bachelor’s degree required.
• 7–10 years of senior leadership experience with emphasis on customer service (ideally in a payroll service bureau environment).
• Proven leadership in running service centers, call centers, or similar client‑experience operations.
• Experience leading through significant growth and driving cross‑functional process improvement initiatives.
• Experience with B2B product design and roll‑out, keeping client experience central.
• Broad and deep knowledge of Payroll, HRIS, and Time & Attendance.
• Strong judgment balancing growth, retention, and profitability against operational constraints and risk.
• Ability to build effective win‑win relationships across departments and with clients.
• Proven negotiating skills and ability to implement scalable processes during high growth periods.
• Excellent verbal and written communication skills.
• Highly complex problem‑solving ability.
• Ability to work effectively within an organization without direct functional team responsibility but with overall client satisfaction accountability.

• Ability to sit for extended periods (7–8 hours a day).
• Use of computer, phone systems, and typing; ability to operate multiple software programs simultaneously.

Paylocity is an equal‑opportunity employer. We recruit, train, compensate, and promote without bias based on race, religion, color, national origin, sex, disability, age, veteran status, and other protected categories. We actively cultivate diversity through employee resource groups and inclusive practices.

The base pay range for this position is $120,600 to $195,000 per year; additional compensation may include an annual bonus and restricted stock unit grant. Health benefits include medical, dental, vision, life, disability, and a 401(k) match. Candidates should apply via