OVERVIEW OF THE POSITION:
AllSource is seeking a Director of Client Services to lead a high-impact, people-first team supporting a dynamic and growing client base. This role is critical in preserving and elevating a strong, purpose-driven culture while delivering exceptional service to both internal employees and external clients.
You will partner closely with the VP of Client Services, a proven leader who has built a highly engaged team of ~40 professionals supporting 4,000–5,000 employees at any given time. This is an opportunity for a leader who thrives in a servant leadership environment, can de-escalate complex situations, and is passionate about building trust, alignment, and long-term relationships.
Why This Role?
- Opportunity to step into a well-built, high-functioning team with strong culture
- Direct partnership with an experienced, respected VP who values people-first leadership
- High visibility and impact across both internal operations and client relationships
- Ability to shape and scale a critical function within a growing organization
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Team Leadership & Culture
- Lead, mentor, and develop a team of ~40+ client service and payroll professionals
- Preserve and strengthen a high-performing, collaborative, and people-first culture
- Foster an environment of accountability, empathy, and continuous improvement
- Act as a hands-on leader who supports the team through challenges and growth
- Client & Employee Experience
- Oversee delivery of exceptional service to both external clients and internal employee populations (4K–5K supported)
- Serve as a senior escalation point, effectively resolving complex or sensitive issues
- Build strong, trust-based relationships with clients, acting as a strategic partner
- Ensure consistency, responsiveness, and quality across all client touchpoints
- Operational Excellence
- Partner with internal teams to optimize service delivery and workflows
- Identify opportunities to improve processes, communication, and overall client satisfaction
- Maintain a strong pulse on team performance, client feedback, and service metrics
- Support scalability as the business continues to grow
- Strategic Partnership
- Collaborate closely with the VP of Client Services to align team execution with business goals
- Enable leadership to focus on growth and expansion initiatives by ensuring operational excellence
- Contribute to the ongoing evolution of the AllSource client service model
SUPERVISORY RESPONSIBILITIES/# OF STAFF:
Manages one or more subordinates in AllSource PPS. Is responsible for the overall direction, coordination, and evaluation of these people. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Current # of Staff - 13
QUALIFICATIONS:
- Proven experience leading client service, customer success, or operations teams (ideally at scale)
- Exceptional people leadership skills with a strong emphasis on empathy, coaching, and development
- Demonstrated ability to de-escalate challenging situations and navigate complex stakeholder dynamics
- A servant leadership mindset; you lead from the front, support your team, and prioritize people
- Strong communication and relationship-building skills across all levels of an organization
- Ability to thrive in a fast-paced, evolving environment with competing priorities
- Experience supporting large employee populations or complex client environments is a plus
- Background in HR, payroll, or related industries is helpful but not required success in this role is driven by leadership and people acumen
EDUCATION REQUIREMENT:
Bachelor’s degree (B.A.) or equivalent; ten years related experience and/or training; or equivalent combination of education and experience
JOB EXPERIENCE REQUIREMENT:
- Leads with empathy but drives accountability
- Can walk into tension and bring calm, clarity, and resolution
- Thrives in a “roll up your sleeves” environment
- Takes pride in developing people and building culture
- Wants to be part of something growing—and make a real impact
LANGUAGE/COMMUNICATION SKILLS (written & verbal):
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedural manuals. Ability to present information effectively and to respond to questions from groups of managers, clients, customers, and the general public.
COMPUTER/SYSTEM SKILLS REQUIREMENTS:
Working knowledge of Windows, MS Word, MS Excel, PowerPoint, E-mail, and the Internet.
Ability to become proficient in: All Agile1 and Act1 Technology
CERTIFICATES, LICENSES, REGISTRATION REQUIREMENTS:
N/A
WORK ENVIRONMENT/ PHYSICAL OR MENTAL ABILITIES:
The demands described here are representative of those that must be met by the employee to successfully perform the essential functions of the job with or without a reasonable accommodation. If working-from-home, ensure you have a dedicated work environment and that you have the connectivity options to be able to support remote work
MENTAL DEMANDS (list below indicates % of time):
- Problem Solving 50%
- Working with interruptions 90%
- Analytical Skills 50%
- Creativity 25%
- Organization 100%
- Communications Verbal and Written 90%
PHYSICAL DEMANDS (list below indicates % of time):
- Stand: 10%
- Sit: 90%
- Squat: 5%
- Walk: 10%
- Bend: 5%
- Repetitive Motion: 90%
- Climb: 0%
- Twist: 5%
- Operate Equipment: 5%
- Air and other public transportation Business Travel: 5%
- Driving: 5%
- Lifting (lbs): 10 lbs
- Percentage of time Low Lifting: 0%
- Percentage of time High Lifting: 0%
- Carrying (lbs): 0 lbs
- Percentage of time Carrying: 0%
