Leader of Account Management & Employee Solution Services

ExtensisHR, one of the largest Professional Employer Organizations (PEOs) in the U.S. with client employees in all fifty states, is looking for talented people to join our team. If you want to contribute your talents, make a bigger impact, and be part of the growing PEO & HRO industry, we are interested in talking to you. Our renowned industry leadership in customer service starts with our people. You can contribute to delivering on our brand promise of helping organizations succeed through our people-first approach in solving customer’s ever-evolving HR needs. Our HR offerings include personalized services for HR, employee benefits, payroll and taxes, employer risk, compliance, and employee management. Today, we manage over $3 billion in employment-related costs annually—and we are growing every day.

For more information about the company visit www.ExtensisHR.com.

The Leader of Account Management and Employee Solution Services is a strategic leadership role responsible for the direction, performance, and continuous improvement of two mission-critical departments: Account Management and the Employee Solution Center (Contact Center).  This role is accountable for delivering exceptional client satisfaction, fostering strong client partnerships, and driving operational excellence through process improvements, scalability, and efficiency initiatives.

The Leader of Account Management and Employee Solution Services will lead and support a high-performing teams, ensuring alignment with the company’s values and long-term objectives.  This role is ideal for a results-driven leader with a strong background in client services, client relationships, contact center operations, and change management within the PEO, HR outsourcing, or related industries.

Strategic Leadership & Vision

• Develop and implement a unified strategy for the Account Management teams to enhance the overall client and employee experience.
• Partner with executive leadership to align departmental goals with corporate objectives and key performance indicators (KPIs).
• Lead organizational change initiatives, process redesign, and service model enhancements focused on scalability and operational efficiency.

Client Relationship Management

• Oversee the Account Management team in building strong, consultative relationships with client decision-makers and stakeholders.
• Establish and enforce standards for proactive client communication, satisfaction measurement, and retention strategies.
• Ensure that Account Managers are effectively acting as trusted advisors and escalation points for client concerns.

Contact Center (Employee Solution Center) Leadership

• Lead the Employee Solution Center to ensure high-quality, timely, and accurate resolution of worksite employee inquiries.
• Utilize technology, reporting, and data analysis to improve service levels, reduce response times, and enhance the employee experience.
• Ensure adherence to best practices in contact center operations, workforce management, quality assurance, and knowledge base development.

Operational Excellence & Process Improvement

• Champion initiatives that streamline workflows, eliminate redundancies, and improve service delivery consistency across both departments.
• Leverage metrics and data analytics to identify trends, monitor performance, and implement continuous improvement plans.
• Implement scalable frameworks, tools, and training to support growth and operational efficiency.

Leadership & Team Development

• Inspire, mentor, and develop a team of senior leaders across both departments to achieve excellence in performance and accountability.
• Promote a culture of accountability, continuous learning, collaboration, innovation, and excellence.
• Identify and address organizational gaps, optimize team structures, and ensure succession planning and talent development for future leadership growth.
• Collaborate cross-functionally to foster alignment and teamwork across service, operations, and technology teams.

• Bachelor's degree in Business, Human Resources, or a related field; MBA or relevant advanced degree preferred.
• 5+ years of progressive leadership experience in Account Management, Client Services, or Contact Center operations, preferably within a PEO, HR outsourcing, or SaaS environment.
• Proven track record in leading large/medium, complex service delivery organizations with a focus on customer experience and operational efficiency.
• Strong understanding of contact center metrics, technologies, and best practices.
• Demonstrated success in leading through change and driving process improvements across multiple service lines.
• Exceptional interpersonal, communication, and executive presentation skills.
• Data-driven mindset with the ability to analyze KPIs and translate insights into actionable strategies.

Preferred Qualifications:

• Experience leading both client-facing and employee support teams within a PEO or HRO setting.
• Familiarity with relevant platforms (e.g., Salesforce, PrismHR, isolved, BambooHR, HRIS systems).
• Six Sigma, Lean, or other process improvement certification.

At Extensis, we recognize there are many factors that influence your overall satisfaction both at work, and in your personal life.  Under our You Supported program, we provide a perfect mixture of compensation, benefits, company culture, and resources to our employees that help you reach a happier, more balanced life. Some of these offerings include:

• Competitive compensation to reward you for your hard work every day.
• Progressive Paid-Time Off Program for you to enjoy time out of the office, including time off for volunteering and life events.
• Group Medical, Dental, Vision and Life insurance to encourage a healthy lifestyle available from day one.
• Pretax Spending Accounts to ease taxes on health and dependent care expenses.
• Extensive professional development programs to help you get to where you want to go in your career.
• Discounts in retail and entertainment.
• A social and community outreach committee that promotes a fun inclusive culture through in-office events and networking opportunities.
• When in the office, Complimentary coffee and snacks to keep you fueled and productive throughout the day.

ExtensisHR is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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