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

We are seeking a bold, visionary executive to serve as Head of Service, a cornerstone leadership role with full strategic and operational responsibility for the national client service organization, overseeing both ERISA and non-ERISA service and onboarding functions. The Head of Service is entrusted with shaping the client experience, driving operational excellence, and building a service organization that scales with the company’s growth and innovation.

This is a high-impact, high-visibility role that demands a seasoned leader with deep retirement industry expertise, a track record of transformational leadership, and the ability to influence across all levels of the organization. The Head of Service will lead a diverse and distributed team, manage complex client relationships, and serve as a strategic partner in driving enterprise-wide initiatives.

Job Responsibilities

Strategic Leadership & Vision

• Define and execute the long-term strategy for the client service organization, aligning with company growth, innovation, and retention goals.
• Contribute to enterprise-wide planning, investment decisions, and strategic direction.
• Represent the client service function in board-level discussions, cross-functional initiatives, and external engagements.

Enterprise Oversight

• 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.
• Oversee service delivery across multiple business lines, client segments, and operational models.

Performance & Accountability

• Establish and monitor KPIs to measure service quality, operational efficiency, and client satisfaction.
• Drive a culture of accountability, responsiveness, and continuous improvement across all service teams.
• Implement performance management frameworks that align individual and team goals with organizational outcomes.

Talent Strategy & Team Development

• Recruit, develop, and retain top-tier talent across remote and in-office environments.
• Build a leadership pipeline and mentor emerging leaders to support long-term organizational health.
• Foster a culture of engagement, ownership, and professional growth across all levels of the service organization.

Technology & Process Innovation

• Identify and implement technology solutions to enhance service delivery, automate workflows, and improve client outcomes.
• Evaluate and integrate offshore resources to expand capacity, reduce costs, and maintain service quality.
• Lead digital transformation initiatives that modernize service operations and improve scalability.

Client Advocacy & Relationship Management

• Act as the senior escalation point for complex client issues and strategic relationships.
• Champion a client-first mindset across all service functions, ensuring every interaction reflects the company’s commitment to excellence.
• Develop and maintain executive-level relationships with key clients, partners, and stakeholders.

Cross-Functional Collaboration

• Partner with Sales, Product, Operations, Compliance, and other departments to ensure seamless client experiences and unified execution of strategic initiatives.
• Align service delivery with product roadmaps, sales strategies, and operational capabilities.
• Lead cross-functional task forces to address systemic challenges and drive enterprise-wide improvements.

Operational Excellence & Risk Management

• Lead service operations with a focus on scalability, consistency, and compliance.
• Ensure processes are optimized for speed, accuracy, and adaptability across all plan types.
• Collaborate with Compliance and Legal to proactively manage risk and uphold fiduciary responsibilities.

Financial Stewardship

• Develop and manage service department budgets, forecasts, and resource allocations.
• Identify cost-saving opportunities through process optimization, technology adoption, and global resourcing.
• Ensure financial discipline while maintaining high service standards and client satisfaction.

• 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

Remote Work Information

For all virtual remote positions, in order to ensure employees can effectively perform their job duties with no distractions, we require an uninterrupted virtual work space and there is also an expectation of family care being in place during business hours. Additionally, there is an internet work speed requirement of 50 MBps or better for individual use. If more than one person is utilizing the same internet connection in the same household or building, then a stronger connection is required. If you are unsure of your internet speed, please check with your service provider. Please ensure that you are able to meet these expectations before applying.

Compensation Information

The average salary for this position is expected to be between $154,000 and $200,000/year however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. We do not anticipate candidates to be paid at the top of the range however, from time to time, it may occur on a case-by-case basis. Other rewards and benefits may include: 401(k) match, medical, dental, vision, life insurance, short and long term disability, paid-time off, etc. For more information, please visit pcsretirement.com/careers

Additional Information

As an employer, PCS believes our success depends on diversity, inclusion, and mutual respect among our team members. We want to look like our customers, and we recruit, develop, and retain the most hardworking people from a diverse candidate pool. We are committed to making all employment decisions based on business need, merit, capability, and equality of opportunity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.