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 Overview

We strive to deliver a differentiated client and user experience that makes it easy to work with Paylocity and meets our clients where they are. The Senior Director will be responsible for driving improvement in client engagement, ensuring seamless interaction across all touchpoints. This leader will leverage data insights, process and technology change, and AI tools to enhance client interactions and engagement. The role will also focus on driving initiatives to deflect interaction volume (e.g., self-service capabilities, enhanced product help) and increase user adoption through in-product programs. 

This role is pivotal to enhancing our customer experience and driving long-term engagement, retention, and satisfaction. The ideal candidate will possess a blend of customer-centric thinking, leadership ability to execute innovative strategies for engagement at scale, and an affinity towards technology.

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.

Develop client engagement strategy and roadmap of client engagement initiatives:

• Define a multi-year roadmap, incorporating various client interaction technologies and processes, to drive scalable growth and efficiency 
• Lead cross-functional initiatives to optimize client interactions across multiple channels, using technology and automation to enhance scalability
• Define key metrics for success, ensuring a strong ROI for each initiative and continuously refine strategies based on performance data

Provide a perspective on leading practices and benchmarks around client engagement:

• Stay informed on cutting-edge AI, automation, and self-service technologies for client engagement, such as chatbots, email routing, and virtual assistants.
• Lead the research of industry trends and the latest technologies to automate and scale client interactions, benchmarking against key competitors and SaaS industry leaders
• Drive the adoption of AI-driven engagement tools, including chatbots, agent assist, and intelligent routing systems, to improve scalability without compromising client satisfaction

Analyze Client and User Interactions and Feedback:

• Analyze client feedback from existing voice of client channels (e.g., surveys, review websites, direct feedback) to identify trends and pain points
• Leverage insights to understand interaction volumes, key drivers, and areas for improvement in the customer lifecycle, particularly in implementation, customer service, and product experiences
• Identify opportunities to streamline processes, reduce manual intervention, and improve overall efficiency through technology

Optimize Multi-Channel Communication:

• Enhance customer interactions across all channels (chat, email, phone) by leveraging technology, including chat and intelligent email routing systems, to improve scalability and response times
• Implement tools and technologies that streamline communication workflows and reduce manual intervention
• Identify and implement solutions to improve the interaction experience, including interactive voice, virtual assistants, AI-powered chat, etc.
• Drive the adoption of self-service solutions, such as AI-powered chat, in-product guides, and interactive FAQs, to deflect inquiries and empower clients to resolve issues independently

Drive a technology-enabled product adoption program:

• Lead initiatives to drive user engagement and adoption through in-product solutions such as Pendo, WalkMe, and other relevant technologies.
• Use analytics to understand usage patterns and optimize in-product guidance for new feature adoption, delivering a seamless client experience
• Collaborate with product and client training teams to ensure adoption programs align with product updates and enhancements.

Deflect interaction volume utilizing technology: 

• Analyze the key drivers of high interaction volume and implement AI-based solutions, such as intelligent chatbots, in-product guides, and automated FAQs, to reduce reliance on human support
• Evaluate and implement scalable AI solutions to deflect common inquiries, streamline customer support, and enhance customer self-service capabilities.
• Drive self-service solutions, including interactive FAQs, AI-powered chat, and in-product guides, to enhance customer independence
   

Collaborate with Cross-Functional Teams:

• Partner with sales, marketing, product, and technology teams to ensure a seamless customer journey
• Advocate for the customer in meetings and strategic planning sessions, ensuring that customer engagement needs are prioritized
• Foster tight collaboration with our technology teams (product, IT, enterprise applications) to implement integrated customer engagement solutions

Education and Experience

• Bachelor’s degree
• Knowledge of post-sales operations in an enterprise software or HCM / payroll services environment
• 12+ years in a client experience or client service leadership role
• Minimum of 8 years managing people
• Proven experience in driving client and user engagement, preferably in a senior leadership or director role.
• Expertise in deploying technologies such as Pendo, WalkMe, AI-powered tools, and knowledge management systems.
• Strong understanding of customer experience and user adoption strategies.
• Excellent analytical and strategic thinking skills with the ability to translate data insights into actionable improvements.
• Strong leadership abilities with the experience to drive cross-functional collaboration and influence key stakeholders.
• Excellent communication skills with the ability to advocate for customer needs in strategic planning and decision-making processes.

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 LeaveBenefits@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. 

 This role can be performed from any office in the US. The pay range for this position is $164,400 - $305,400 /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.