Director, Program Management - Client Programs

ADP•Alpharetta, GA

2d•Hybrid

About The Position

ADP is hiring a Director, Program Management – Client Programs. This role involves defining and delivering high-impact, client-centric experiences across strategic client programs. The ideal candidate is passionate about the client experience, ensuring the voice of the client is represented across all content, programs, and priorities. This role requires a skilled Program Manager, capable of leading large, highly complex cross-functional programs at the executive level. The Director will design and deliver client programs that create cohesive, relevant, and differentiated experiences tailored to client personas, lifecycle stage, and product adoption maturity, with a strong emphasis on content strategy, governance, and experience design. Serving as a central connector across Client Success, Product, Product Marketing, Learning & Development, Marketing, Events, Production, and Sales Operations, this role drives alignment, consistency, and quality across all client-facing programs. It combines strategic leadership with hands-on orchestration to ensure ADP delivers meaningful experiences that strengthen engagement, support product adoption, and reinforce long-term client partnership. The role operates in close partnership with Marketing, which owns the overall conference strategy and execution for MOTM, ensuring that the client perspective, learning experience, and content strategy are fully represented and aligned. The Director also partners closely with Product and Product Marketing to translate product expertise into structured, client-relevant experiences. To thrive in this role, candidates must have excellent client-facing skills, establishing rapport, trust, and professionalism. They will establish and maintain program governance, including status reporting, risk identification, issue management, and executive decision tracking, and develop and maintain executive-ready reporting and visibility into program health, key milestones, decisions, and dependencies. The company offers a culture that values inclusion and fosters friendships.

Requirements

8–12+ years of experience in client programs, customer experience, content strategy, learning programs, or related cross-functional leadership roles
Experience leading complex, client-facing programs, including client events and conferences, in a highly matrixed environment
Strong understanding of content governance, learning design, and client engagement strategies
Experience partnering with Product, Product Marketing, Marketing, Learning & Development, and Client Success organizations
Demonstrated ability to translate client insights into actionable programs and experiences
Strong organizational, communication, and stakeholder management skills
Proven ability to influence across teams without direct authority
Travel up to 10% of the time.

Nice To Haves

Excels at building strong cross-functional relationships and navigating complex organizational dynamics
Brings a strategic mindset with the ability to operationalize and execute effectively
Demonstrates strong judgment in balancing stakeholder needs, client priorities, and business objectives
Has a passion for creating meaningful, high-quality client experiences
Thinks in terms of systems, frameworks, and scalability—not one-off solutions
Communicates proactively with clarity, structure, and influence
Maintains a strong focus on client relevance, educational value, and experience consistency
Thrives in fast-paced, evolving environments with multiple stakeholders and competing priorities
Experience with virtual and onsite event coordination, including issue resolution
Experience with mobile applications and mobile app content validation
Experience in the Human Capital Management (HCM) Industry
Has industry recognized professional certifications, including: PMP, PgMP, PHR, SPHR, CCMP

Responsibilities

Lead the Client Success contribution to strategic client programs, including Meeting of the Minds (MOTM), Client Advisory Boards, certifications, and other enterprise client initiatives.
Serve as the Client Success lead for client experience and content strategy, partnering closely with Marketing, Events, and Production teams.
Maintain a holistic view of client experience programs to drive consistency, visibility, and quality across initiatives.
Define and implement a persona-based experience strategy across client programs, ensuring alignment to client roles, industries, products, and lifecycle stages.
Design end-to-end client journeys within programs (e.g., MOTM), ensuring experiences are intentional, relevant, and differentiated across client segments.
Align session tracks, learning paths, and engagement models to support client maturity, product adoption, and value realization.
Design and operationalize a structured content governance model across client programs to ensure alignment, consistency, and quality, while translating product expertise into cohesive, client-relevant program content.
Introduce structured processes such as content intake, review cycles, and alignment checkpoints to improve coordination and effectiveness.
Identify and address content gaps, redundancies, and inconsistencies to strengthen overall storytelling and client value.
Guide and enable distributed content contributors by providing tools, structure, and support without centralizing all content creation.
Partner with Marketing, Events, and Production teams to ensure programs are executed in alignment with intended client experience and content strategy.
Provide leadership during program execution to maintain continuity, resolve issues, and uphold quality standards.
Ensure a seamless, high-quality experience for both clients and internal stakeholders across all program touchpoints.
Establish frameworks for audience segmentation and experience design to improve overall program effectiveness.
Ensure content aligns to client needs, business priorities, and product strategy while maintaining consistency across sessions and program elements.
Implement and support structured executive engagement within client programs, ensuring alignment, preparedness, and consistency in messaging.
Ensure a seamless and well-orchestrated experience for internal executives, including briefing materials and curated client interactions.
Develop executive-ready updates, insights, and reporting to support visibility and decision-making.
Serve as a central point of contact for internal stakeholders seeking program information or guidance.
Leverage Client Success insights, feedback, and engagement data to ensure the client perspective is embedded across all programs.
Act as a champion for the voice of the client, ensuring experiences, content, and priorities align to real client needs and outcomes.
Oversee coordination and management of Client Advisory Boards, including synthesizing and sharing insights to influence decision-making.