Payroll Client Services Director

Payroll Management, Inc. (PMI) is a family-owned and operated company that has been serving businesses throughout Northern New England since 1989. As one of Maine's largest independent payroll providers, we deliver payroll processing, HR support, time and attendance solutions, tax services, and related business solutions to small and mid-sized employers. What truly sets us apart is our commitment to personalized service, strong client relationships, and a culture built around teamwork, continuous learning, and doing what's right for our clients. At PMI, we're real people providing really great service.

As we continue to grow, we are seeking an experienced and motivated Client Services Director to lead our Client Services and Implementation teams.

Position Summary

The Client Services Director is responsible for leading the Client Services department and overseeing the delivery of exceptional service and accurate payroll processing to our clients. This role serves as a key member of the management team and works closely with executive leadership to drive operational excellence, employee development, client retention, and organizational growth.

The ideal candidate is an experienced leader who excels at developing high-performing teams, improving processes, building client relationships, and using data to drive decision-making.

What You'll Do

• Leadership & Team Development
• Lead, coach, and develop Client Services and Implementation team members.
• Foster a culture of accountability, collaboration, engagement, and service excellence.
• Establish departmental goals and performance expectations.
• Partner in recruiting, onboarding, training, succession planning, and performance management initiatives.
• Client Experience & Service Excellence
• Ensure exceptional service delivery across all client accounts.
• Act as an escalation point for complex client concerns.
• Monitor client satisfaction and implement strategies to improve retention and the overall customer experience.
• Develop and maintain service standards, best practices, and procedures.
• Operational Leadership
• Oversee daily operations of the Client Services and Implementation departments.
• Develop and improve processes, workflows, and systems to increase efficiency and scalability.
• Monitor KPIs, service metrics, and departmental performance.
• Collaborate with leadership on strategic initiatives and operational priorities.
• Support technology and process improvement initiatives.
• Strategic Growth
• Contribute to business planning and departmental goal setting.
• Support company growth initiatives and operational readiness.
• Identify opportunities to improve client retention, operational performance, and service offerings.
• Utilize analytics and business metrics to support decision-making and continuous improvement.

Required Qualifications

• Bachelor's degree in Business, Management, Accounting, Human Resources, Operations, or a related field, or an equivalent combination of education and experience.
• Minimum of five (5) years of progressively responsible experience in client services, payroll, customer success, operations, or a related field.
• Minimum of three (3) years of leadership and people management experience.
• Strong leadership, coaching, and employee development skills.
• Excellent communication, relationship-building, and problem-solving abilities.
• Strong analytical and organizational skills.
• Ability to lead teams through change and growth.
• Experience managing multiple priorities in a fast-paced environment.

Preferred Qualifications

• Experience within the payroll, HR services, professional services, or business-to-business service industries.
• Experience leading operational improvement initiatives.
• Working knowledge of payroll practices, employment laws, wage and hour regulations, and compliance requirements.

Why PMI?

• Family-owned company with a strong reputation and long-term stability.
• Collaborative and supportive leadership team.
• Opportunity to make a significant impact on client satisfaction and company growth.
• Professional development and career growth opportunities.
• A culture that values relationships, teamwork, accountability, and continuous improvement.

If you're a strategic leader who is passionate about developing people, delivering exceptional client experiences, and driving operational excellence, we'd love to hear from you.