Director Managed Services Ops

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!

Position Summary

The Director of Managed Services provides day to day and strategic leadership for the Managed Services Organization’s portfolio, including HR, payroll, benefits administration, and related services. The position is accountable for a defined book of clients and all associated client Managed Services projects. This role is accountable for overall client service excellence, profitability, service delivery performance, and growth initiatives. This role is responsible for applying expert knowledge of the managed services process, providing strategic direction, making decisions, and solving complex problems to move the business forward while leading an integrated team of specialists and HR professionals.

Primary Responsibilities

The below represents the primary duties of the position; others may be assigned as needed. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• The Director will work closely with the Sr. Director to carry out the strategic vision for the Managed Services organization that supports business objectives and drives service innovation and competitive differentiation. 
• Partner with senior leadership to define service offerings, improve customer value propositions, and lead market expansion efforts. 
• Support sales and account teams in client pursuit, contract negotiations, and solution design that enhance managed services penetration and client retention. 
• The Director is charged with achieving high quality of service across the client base across the Managed Services Organization, meeting agreed upon departmental deliverables and ensuring key operational performance metrics are met.
• Determines organizational structure and development needs for their organization. Creates workforce forecasting and plans to ensure staffing for the Implementation 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 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. Reports on metrics and action  plans for the entire team and senior management.
• Partners with operations leaders to develop appropriate training that will directly improve the client experience.
• The Director may handle client escalations that require senior management intervention to remedy any Implementation failures.
• Recruit, retain, lead, coach, motivate and develop management staff. Responsible for one-on-one meetings, performance appraisals, growth opportunities, and attracting new talent.
• Communicates to their Implementation 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. 
• Prepares and reports on annual budget (headcount plan, productivity goals and capital expenditures). Manage expenses to the     established budget/plan

Service Delivery & Operational Management

• Oversee end-to-end delivery of managed services, ensuring high operational quality, adherence to SLAs/KPIs, and client expectations. 
• Lead service governance, process improvement initiatives, escalation handling, and continuous improvement efforts across service delivery teams. 
• Establish performance metrics, dashboards, and reporting mechanisms to monitor service health, financial outcomes, and operational risks. 
• Act as a senior escalation point for complex client issues, driving resolution and client satisfaction. 

Client Relationship & Retention

• Build and maintain strong long-term relationships with key client stakeholders, ensuring service value realization and long-term renewals. 
• Oversee client onboarding, transition planning, and ongoing engagement optimization to drive client success. 

Team Leadership & Development

• Lead, mentor, and develop senior managers and cross-functional teams responsible for service delivery and client success. 
• Cultivate a high-performance culture focused on accountability, professional growth, quality service delivery, and client-centric behaviors. 

Financial & Performance Management

• Own managed services P&L performance, including budgeting, forecasting, cost management, and profitability improvement. 
• Define and monitor KPIs related to customer satisfaction, service quality, retention metrics, and revenue growth. 

Education and Experience

• Bachelor's degree  in business, Human Resources, Management, or related field required; MBA or advanced degree preferred. 
• Minimum 10 years senior leadership experience with emphasis on customer service (ideally in a payroll service environment) or 10+ years of progressive leadership experience in managed services, professional services, HR outsourcing, or related operational executive roles. 
• Experience working with multi-client, multi-service PEO/ASO/managed models are highly desirable. 
• 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 knowledge of Payroll/HRIS/Time and Attendance or other B2B application 
• 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 and influence within the organization where the position does not have responsibility over functional teams but does have overall responsibility for client satisfaction/retention 
• Salesforce  experience a plus
• Physical requirements
• Ability to sit for extended periods: The role requires sitting at a desk or workstation for long periods, typically 7-8 hours a day
• Use of 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 & Competencies

• Strong strategic planning, problem-solving, and decision-making capabilities. 
• Exceptional client relationship management and communication skills at all levels, including executive engagement. 
• Proven ability to manage complex operations, KPIs, and financial outcomes. 
• Leadership presence with a focus on coaching, talent development, and cross-functional collaboration. 

Core Competencies

• Strategic Vision and Operational Execution 
• Client-Focused Service Leadership
• Financial Acumen  & KPI Management
• HR/PEO Service Delivery Expertise
• Cross-Functional  Team Leadership
• Continuous Improvement Mindset

Physical requirements

• Ability to sit for extended periods: The role requires sitting at a desk or workstation for long periods, typically 7-8 hours a day.
• Use of 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.

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 email address is exclusively designated for such requests, aligning with federal and state disability laws. Please do not send resumes to this email address, as they will be removed. 

The base pay range for this position is $125,000k-$220,000k/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. 

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