Service Excellence Manager

We are seeking a Service Excellence Manager to join our Service Excellence team. This team is responsible for ensuring we meet and exceed customer expectations for our largest and most strategic customers.

This is a full-time remote position. In this dynamic role, the SEM will be tasked with the project management of critical activities, such as onboarding, offboarding, and high-volume requests. As the primary operational point of contact, the SEM will also build and maintain a strong relationship with HR Points of Contact, becoming their trusted guide through high-touch activities. The SEM will be the internal advocate for their clients, driving service cross-departmentally. This role will extend beyond the day-to-day operations, as the SEM will be responsible for identifying process pitfalls and systemic issues to contribute to improving the client experience.

You will report to the Director of Service Excellence.

You Will:

• Lead service delivery for our largest and most strategic clients, ensuring an exceptional experience through proactive management and high-touch engagement.
• Oversee onboarding, offboarding, and high-volume service requests, ensuring timely completion and exceeding client expectations.
• Monitor ongoing client activities, proactively addressing needs, preventing escalations, and ensuring SLAs are met.
• Serve as the primary escalation point for service-related issues, driving swift resolutions and implementing long-term solutions to enhance service quality.
• Build and maintain strong relationships with HR Points of Contact, positioning yourself as a trusted extension of their HR team.
• Conduct regular client check-ins to review account activities, address challenges, and share insights on trends, feedback, and overall account health.
• Lead customer communications on critical topics, such as compliance concerns, payroll issues, and expectation management.
• Monitor customer sentiment, analyze feedback from NPS surveys, and implement action plans to improve satisfaction.
• Facilitate product training and onboarding for new clients, promoting platform adoption and self-service resources.
• Identify opportunities for customer growth, including backfill hires, benefits optimization, and market insights to support strategic workforce decisions.
• Stay informed on process updates, product enhancements, and best practices to deliver exceptional service.

You Have:

• Bachelor's degree or equivalent work experience required; Master's degree a plus
• Minimum of 3 years of experience in a Customer Services role or equivalent providing transactional and services support to clients.
• An experience in Client Account Management is preferable.
• Experience in project management is preferable
• Consultative customer service and project management style.
• Experience with international business and contributing at a high level.
• Foreign language skills are a plus

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