Director of Technical Services

ADP • La Palma, CA

19h

About The Position

The Director of Technical Services works on service technology in Small Business Services. This high-impact director-level role 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 guide technical projects and portfolio priorities, translate business needs into technical solutions, and serve as a strategic advisor on technical direction. The Director uses analytics, customer insights, research, and user feedback to inform decisions, clarify business requirements, communicate technical tradeoffs, and help teams make progress in ambiguous situations.

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 to engage deeply with engineers on technical decisions, architecture, and system design.
• Comfort with analytics tools and ability to pull reports and interpret data.
• 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 to working with engineering, design, and business teams, sharing perspectives, and committing to a direction once set.

Nice To Haves

• Experience in a regulated industry such as payroll, HR, tax, fintech, or healthcare, where compliance and accuracy are critical.
• Hands-on experience integrating GenAI or LLM tools 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, with active learning and application of emerging technologies to business problems.

Responsibilities

• Define project scope, refine requirements, and establish success criteria in partnership with business and engineering teams.
• Analyze project outcomes and identify where further investment or focus is needed.
• Maintain visibility into ongoing technical projects and ensure alignment with strategy.
• Partner with the Service Technology Engineering team to translate business needs into technical solutions.
• Advise on technical direction as a product strategist rather than manage product-owner 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.
• Explain technical constraints and tradeoffs to non-technical stakeholders.
• Use data to guide prioritization and decision-making.
• Use analytics and customer insights to understand business needs and objectives.
• Develop evidence-based opinions and validate them through research.
• Navigate ambiguity and move work forward without waiting for perfect information.
• Keep teams energized and progressing through optimistic, collaborative leadership.

Benefits

• Impact at scale, with decisions that affect product strategy, internal operations, and customer outcomes.
• Intellectual challenge working across 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 pursue broader leadership roles.
• An inclusive environment that embraces diverse perspectives and empowers associates.

What This Job Offers

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