Open To Work
Amy Dow
Senior Leadership - HCM & Client Service
MESA,AZ
Work Preference
Summary
Dynamic senior business leader with a proven track record of driving strategic initiatives, fostering innovation, and delivering measurable results in employee engagement and operational excellence. Recognized for challenging the status quo and inspiring teams to exceed expectations while cultivating a culture of empowerment and continuous improvement. Expertise in aligning team efforts with organizational goals ensures outstanding results for clients and the business. Strategic management professional skilled in project management, team collaboration, and process optimization, adept at navigating complex challenges and adapting to evolving business needs.
Overview
31
31
years of professional experience
Work History
Sr. Manager, PEO Service – Centers of Excellence
PAYCHEX, INC.
01.2021 - 01.2025
- Spearheaded the strategic development and leadership of the PEO Centers of Excellence, unifying 13 acquisitions into a single Paychex PEO and enhancing efficiency and productivity across all centers.
- Directed the Program Management Office, overseeing nationwide initiatives in technology deployment, process improvement, and project execution.
- Developed and implemented workforce business analytics tools, enabling leaders to drive business through a metric-driven environment.
- Led the PEO Systems & Project Analyst Support team, bridging IT and PEO Service, managing system requests, requirements, and user acceptance testing.
- Oversaw the transition of operational functions to global partners.
- Key Achievement: Led the deployment and design of a CRM tool across the PEO, establishing consistent Service Level Agreements (SLAs) and driving a 30+ point improvement in Net Promoter Score (NPS).
Sr. Manager, PEO Service
PAYCHEX, INC.
01.2019 - 01.2021
- Led PEO service teams (Payroll, HR, Benefits) to deliver superior results as measured by client retention, NPS, and other metrics.
- Identified and implemented solutions for operational improvements in client service, productivity, employee engagement, and development.
- Collaborated with business partners to deliver a seamless client experience and implemented initiatives based on overall PEO strategy.
- Unified three acquisition offices into one cohesive Paychex culture.
Sr. Manager, Regional Service Center
PAYCHEX, INC.
01.2016 - 01.2019
- Managed operations and performance across multiple sites (175–200 employees, onsite and remote), driving client service, retention, and market growth.
- Executed initiatives in process improvement, technology, and partnerships to reduce costs and improve service.
- Fostered cohesion between locations, business units, and stakeholders.
- Key Achievements:
- O #1 Regional Service Center in the country (2018, 2019) based on NPS, client retention, revenue, and profit metrics.
Sr. Branch Manager
PAYCHEX, INC.
01.2014 - 01.2016
- Managed branch operations, leading a team of 90 employees across multiple departments to achieve performance targets and deliver exceptional service.
Branch Manager
PAYCHEX, INC.
01.2003 - 01.2014
- Oversaw branch operations with a focus on client service, employee development, and business growth. Implemented strategies to enhance client retention and satisfaction.
Multiple Roles with Increasing Responsibility
PAYCHEX, INC.
01.1994 - 01.2003
- Progressively advanced through various roles, gaining expertise in client service, operations management, and team leadership.
Education
Bachelor of Science - Business Administration
South University, Online
Associate of Arts - General Studies
Marymount College
Palos Verdes, CASkills
- Operational efficiency & management
- Customer relationship management
- Data-driven decision making
- Performance metrics analysis
- Effective team leadership
- Strong communication
- CRM system rollout
- Effective problem-solving
- Project Management
- Customer service & Contact Center Management
- Cross-functional collaboration & coordination
- Profit and loss oversight
- Vendor relationship oversight
- Strategic planning & execution
Timeline
Sr. Manager, PEO Service – Centers of Excellence
PAYCHEX, INC.
01.2021 - 01.2025
Sr. Manager, PEO Service
PAYCHEX, INC.
01.2019 - 01.2021
Sr. Manager, Regional Service Center
PAYCHEX, INC.
01.2016 - 01.2019
Sr. Branch Manager
PAYCHEX, INC.
01.2014 - 01.2016
Branch Manager
PAYCHEX, INC.
01.2003 - 01.2014
Multiple Roles with Increasing Responsibility
PAYCHEX, INC.
01.1994 - 01.2003
Bachelor of Science - Business Administration
South University, Online
Associate of Arts - General Studies
Marymount College