Job Description
Description Company Overview PCS Retirement, LLC, a subsidiary of FSG Parent L.P., is one of the nation's largest independent and conflict-free retirement solution providers in the industry. PCS provides recordkeeping services to 19,000 plans and 850,000 eligible participants representing more than $26 billion in assets under administration. PCS' comprehensive retirement solutions platform includes business development tools for financial advisors, a data-driven recordkeeping technology that supports all types of retirement plans [401(k), 403(b), 457, Cash Balance, Defined Benefit, Non-Qualified], individual retirement accounts (including payroll deduction IRAs), and health savings accounts. At PCS Retirement, we cultivate an environment built on trust, where every team member is empowered to take ownership and contribute to our shared vision. Through collaborative teamwork we foster growth, both personally and professionally, ensuring that together we exceed expectations and achieve remarkable success. To learn more, visit https://www.pcsretirement.com/ Job Summary The Director of Client Services is responsible for leading and scaling a client service team that supports PCS Retirement’s smallest retirement plans and associated advisors and TPAs through a queue-based, contact center service model. This role provides strategic and day-to-day leadership for service delivery, workforce management, and operational performance, while ensuring a consistently high-quality client experience. The Director is accountable for service execution, SLA performance, associate engagement, and continuous process improvement. This role partners closely with Service, Sales, Operations, Technology, and Product leadership to ensure the contact center model delivers efficiency, quality, and scalability while meeting client, advisor, and TPA expectations. Job Responsibilities Team Leadership 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. Operational Management 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. Client, Advisor & Partner Experience 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. Process Improvement & Issue Management 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. Collaboration & Strategy 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 managemen