Director of Technical Services

ADP • Alpharetta, GA

17h

About The Position

The Director of Technical Services works on service technology in Small Business Services. This high-impact director-level position combines technical leadership, project orchestration, and cross-functional coordination to drive business outcomes through innovation and client obsession. The role partners with business and engineering teams to define and deliver technical projects, advises on technical direction, and uses analytics and customer insights to inform decisions. The position requires navigating ambiguity, communicating across technical and non-technical groups, and keeping teams aligned and moving forward.

Requirements

• Bachelor's degree in a technical, analytical, or business-related field, or equivalent experience.
• At least 8 years of proven experience in product management, technical operations, or related roles.
• Full SDLC expertise, with demonstrated success from discovery through launch and post-launch analysis.
• Technical acumen and ability to engage deeply with engineers on technical decisions, architecture, and system design.
• Data fluency, including comfort with analytics tools and pulling and interpreting reports.
• Clear communication skills, including writing business cases, running productive meetings, and explaining technical concepts to diverse audiences.
• Ability to make progress with incomplete information and course-correct quickly.
• Collaborative approach with engineering, design, and business teams, including sharing perspectives and committing fully once direction is set.

Nice To Haves

• Experience in regulated industries such as payroll, HR, tax, fintech, healthcare, or similar domains where compliance and accuracy are critical.
• Hands-on experience integrating GenAI or LLM tooling into workflows and understanding their capabilities and limitations.
• Some hands-on software development experience, even if not as a full-time engineer.
• Experience creating and shipping a product, tool, or side project, preferably using modern development approaches.
• An early-adopter mindset, including actively learning emerging technologies and applying them to business problems.

Responsibilities

• Define project scope, refine requirements, and establish success criteria for technical projects in partnership with business and engineering teams.
• Analyze project outcomes and identify where to focus additional effort.
• Maintain visibility into ongoing technical projects and ensure alignment with strategic goals.
• Partner with Service Technology Engineering to translate business needs into technical solutions.
• Act as a strategic advisor on technical direction rather than a product owner managing backlogs.
• Collaborate with business stakeholders, engineering, design, and UX research teams to clarify priorities and unblock work.
• Work effectively with internal customers, including client service associates, executives, and frontline managers.
• Bridge technical teams, business leaders, and users.
• Gather insights from client data, analytics, and direct user feedback to inform service technology decisions.
• Communicate technical constraints and tradeoffs to non-technical stakeholders.
• Use data to prioritize and make decisions.
• Use analytics and customer insights to understand business needs and objectives.
• Develop evidence-based opinions and validate them through research.
• Navigate ambiguity and make progress without complete information.
• Keep teams energized and moving forward through optimistic, collaborative leadership.

Benefits

• Impact at scale, with decisions driving product strategy and internal operations and directly affecting customer outcomes.
• Intellectual challenge working at the intersection of technology, product, and business on complex, meaningful problems.
• A collaborative culture that values courageous conversations, innovation, and continuous learning.
• Career growth opportunities to develop expertise in emerging technologies and move into broader leadership roles.
• An inclusive environment that embraces diverse perspectives and empowers associates.

What This Job Offers

• Job Type: Full-time
• Career Level: Director