Director, Client Services

PCS Retirement

Director of Client Services at PCS Retirement overseeing client service teams for small retirement plans. Responsible for day-to-day operations and leadership in service delivery and performance.

Posted 5/12/2026full-timeRemote • 🇺🇸 United StatesLead💰 $108,000 - $140,000 per yearWebsite

About the role

Key responsibilities & impact

Lead, coach, and develop service teams supporting small plans through a queue-based contact center model.
Establish clear performance expectations and accountability for service quality, responsiveness, productivity, and client satisfaction.
Support recruitment, onboarding, training, development, and retention of a high-performing service organization.
Foster a culture of responsiveness, ownership, continuous improvement, and associate engagement.
Conduct regular team communications (standups, huddles, forums) to ensure alignment on priorities, enhancements, and coverage.
Own day-to-day operational management of the contact center, including queue coverage, volume management, response times, and service level adherence.
Monitor and manage key performance metrics (phone service levels, email response time, case aging, first-contact resolution, quality scores).
Implement workforce management strategies to align staffing models with volume demand and seasonality.
Establish and maintain quality assurance standards, case review processes, and coaching frameworks to ensure consistent and accurate service delivery.
Ensure the contact center delivers a consistent, high-quality experience for plan sponsors, advisors, and TPAs.
Monitor client feedback and satisfaction data to identify trends and improvement opportunities.
Partner with Sales, Relationship Management, and external partners to proactively address service risks and escalation needs.
Present regular updates to senior leadership on service performance, risks, and improvement initiatives impacting small plan clients.
Partner with Service and Operations leadership to identify root causes of recurring issues and drive systemic improvements.
Ensure cases are documented thoroughly so service team can continue to work seamlessly when coverage shifts.
Participate in and support product and process enhancements, ensuring readiness and effective adoption by the team.
Partner with internal stakeholders to align service delivery with business strategy for small plan growth, efficiency, and retention.
Translate PCS Retirement’s service strategy into clear, measurable goals for the contact center.
Support the evolution of the tiered service model by helping define best practices, coverage strategies, and scalability levers.
Demonstrate and reinforce PCS Retirement’s core values and commitment to client-first service.
Perform other duties as assigned by management.

Requirements

What you’ll need

Proven experience leading a contact center, operations, or centralized service organization in financial services or a related industry.
Strong operational and analytical skills with the ability to structure and solve problems using data-driven insights.
Experience managing service metrics, SLAs, workforce capacity, and performance dashboards.
Demonstrated ability to coach, develop, and lead a team.
Strong client service skills and ability to manage escalated issues.
Strong written and verbal communication skills with the ability to synthesize and convey complex information clearly.
Experience driving process improvement and change management initiatives.
Strong collaborative leadership presence; able to influence without authority.
High cross-cultural awareness and a desire to lead diverse teams.
Minimum of 7 years of progressively responsible experience in financial services client service, preferably within retirement recordkeeping.

Benefits

Comp & perks

401(k) match
medical
dental
vision
life insurance
short and long term disability
paid-time off

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

contact center managementoperations managementservice metrics managementSLA managementworkforce capacity managementperformance dashboardsdata-driven problem solvingprocess improvementchange managementclient service management

Soft Skills

coachingteam developmentclient service skillswritten communicationverbal communicationcollaborative leadershipinfluence without authoritycross-cultural awarenessproblem-solvingresponsiveness