Head of Client Service

November 7

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PCS Retirement

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Finance • B2B

PCS Retirement is a leading provider of modern, simplified retirement plan solutions, serving a broad range of clients including individual savers, employers, third-party administrators (TPAs), financial advisors, and institutions. The company is among the fastest growing retirement plan providers in the nation, offering a conflict-free experience with customizable and flexible solutions. PCS Retirement focuses on elevating retirement plan businesses and providing seamless support with 360 payroll integration and 24/7 service.

201 - 500 employees

💸 Finance

🤝 B2B

📋 Description

• Define and execute the long-term strategy for the client service organization, aligning with company growth, innovation, and retention goals. • Lead all ERISA and non-ERISA service and onboarding operations, ensuring consistency, scalability, and regulatory compliance across all plan types. • Own the end-to-end client experience, from initial onboarding through ongoing support and relationship management. • Establish and monitor KPIs to measure service quality, operational efficiency, and client satisfaction. • Recruit, develop, and retain top-tier talent across remote and in-office environments. • Identify and implement technology solutions to enhance service delivery, automate workflows, and improve client outcomes. • Act as the senior escalation point for complex client issues and strategic relationships. • Develop and manage service department budgets, forecasts, and resource allocations.

🎯 Requirements

• Minimum 12+ years of progressive leadership experience in retirement plan services, with deep expertise in both ERISA and non-ERISA plan structures • Proven success leading enterprise-level client service organizations through growth, transformation, and scale • Strong strategic planning and operational execution skills, with a track record of driving measurable results • Experience managing hybrid teams and global resources, including offshore support models • Exceptional executive presence, communication, and influence across all levels of an organization • Deep understanding of client service technology platforms, automation tools, and data-driven performance management • Bachelor’s degree required; advanced degree or industry certifications (e.g., QKA, CPC) strongly preferred

🏖️ Benefits

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