Director, Client Service

ADP•Norfolk, VA

About The Position

ADP is hiring a Director, Client Service in SBS Specialty Solutions, Time and Labor Management. The Director leads and supports multiple teams to deliver effective service and a productive working environment. The role is focused on driving product, tool, and service enhancements and ensuring clients receive the full value of ADP products and services. The Director partners with Implementation, GPT, and other internal teams to improve client outcomes, satisfaction, retention, and team engagement. This position sets and implements service strategies for an assigned book of business, oversees client experience and retention outcomes, and leads a virtual, matrix-managed organization. It works with internal business partners and other service leaders on operational performance, budgets, talent development, and strategic initiatives. The role may require travel up to 25%.

Requirements

Bachelor's degree required.
At least 8 years of experience in a service or HCM consulting organization.
At least 5 years of people leadership experience required.
Ability to travel up to 25% required.

Nice To Haves

Leader-of-leaders experience.
MBA or advanced degree.
8–12+ years of progressive leadership experience in client service, operations, workforce management, human capital management, payroll, or Time & Labor solutions.
5+ years leading leaders, including direct management of managers, senior managers, and large-scale service organizations.
Proven ability to drive client satisfaction, retention, and service excellence through measurable business outcomes.
Demonstrated success managing operational KPIs, including client satisfaction (CSAT), NPS, service levels, quality, productivity, and retention metrics.
Experience leading cross-functional initiatives involving Product, Sales, Implementation, Service, and Technology teams.
Strong business acumen and experience managing budgets, workforce planning, and resource allocation.
Proven track record of organizational change leadership, process improvement, and transformation initiatives.
Experience leveraging data analytics and insights for strategic decision-making and operational improvements.
Exceptional executive communication, presentation, and stakeholder management skills.
Ability to influence and build partnerships across multiple organizational levels.
Experience developing talent, succession planning, and creating high-performing, engaged teams.
Knowledge of Time & Labor Management, Workforce Management, Payroll, Human Capital Management (HCM), or related service industries.
Demonstrated commitment to diversity, inclusion, associate engagement, and leadership development.

Responsibilities

Support, direct, and implement the overall strategy for servicing and supporting the assigned book of business.
Evaluate, implement, and communicate strategies to improve availability and resolution of client inquiries.
Partner with the VP to create and communicate goals, manage budgets, formulate incentive initiatives, and implement procedures.
Be accountable for client experience, NPS, and client retention within the assigned book of business.
Lead and inspire a virtual and matrix-managed organization, implementing service strategies to ensure client satisfaction and retention.
Partner with other Service Directors to drive associate engagement, retention, talent development, succession planning, and service-function improvements.
Hold the client services leadership team accountable to productivity goals by balancing call and case activity and resources among teams.
Collaborate with Senior Team members on client support strategy.
Partner with managers, technical support, and associates on escalated client situations as required.
Work with Client Success and Implementation teams on strategic client-retention initiatives.
Identify clients at risk and provide resources to the center's retention team; partner with Sales, Implementation, Product, and related teams to maintain effective client touch points and service delivery.
Align with corporate business partners and other Service Centers on service challenges, production quality, and solutions.
Manage team hiring and development, and provide guidance, coaching, and assistance to support professional growth.
Review key business metrics and develop action plans to improve quality, client retention, and associate engagement.
Manage service-organization financial matters, including budget preparation and analysis, expense reports, and accounting-process monitoring and forecasting.
Serve as a consultant and business partner to other ADP organizations.
Make broad-scope decisions based on ADP and organizational priorities and goals.
Act as a backup to other leaders, providing leadership, guidance, and direction to team members when needed.
Participate in task forces, strategic initiatives, stretch assignments, and cross-business-unit collaboration.
Perform other related duties as assigned.