Manager, Implementation SBS

ADP•Alpharetta, GA

4d•Hybrid

About The Position

ADP Small Business Services is hiring an Implementation Team Manager to lead implementation professionals and deliver outstanding client experiences throughout the implementation journey. The manager partners with leadership to drive operational excellence, support business objectives, develop talent, and achieve successful client outcomes. The role guides daily operations, removes obstacles, manages escalations, and supports associates through coaching and development. It also involves monitoring service delivery and performance, improving workflows, contributing to cross-functional initiatives, supporting workforce and resource planning, and maintaining operational continuity. The manager acts as a backup to the Director when needed.

Requirements

At least 5 years of client service, implementation, project management, or related experience.
At least 3 years of leadership experience, with demonstrated success leading teams and developing talent.
Experience managing operational workflows, performance metrics, and service delivery results.
Ability to coach, develop, and motivate associates.
Strong problem-solving, decision-making, and conflict-resolution skills.
Experience managing escalated client or operational issues.
Strong organizational skills and ability to balance multiple priorities in a fast-paced environment.
Excellent communication and relationship-management abilities.
Demonstrated ability to build partnerships across multiple teams and functions.
A college degree is not required; equivalent professional experience in Client Services, Implementation, Operations, Project Management, Customer Success, Business Operations, or a related field is acceptable.
Military experience is also accepted.

Nice To Haves

Experience leading implementation, client service, payroll, HCM, benefits, or retirement services teams.
Prior leadership development or formal management training.
Experience supporting workforce management, resource planning, or succession planning.
An advanced degree such as an MBA or related graduate education.
CPP, FPC, or other relevant industry certifications.
Strong knowledge of ADP products, services, policies, and operational processes.
Experience leading organizational change initiatives and process improvement efforts.
Strong Microsoft Office and business technology proficiency.

Responsibilities

Lead, motivate, and develop a team of implementation professionals.
Set performance expectations and accountability measures aligned with business objectives.
Coach associates on performance, career development, and ongoing improvement; conduct performance reviews and create development plans.
Identify skill gaps and coordinate training and development opportunities with leadership.
Promote collaboration, engagement, accountability, and continuous improvement.
Oversee daily operations, workloads, priorities, resources, workflows, productivity, quality, and service-level commitments.
Ensure consistent execution of standard workflows, processes, and best practices, including during high-volume and critical business periods.
Serve as an escalation point for complex client and operational issues and partner with stakeholders to resolve them.
Build relationships with internal partners to support a seamless client experience and balance business needs with client expectations.
Consult and partner with leaders and teams across ADP.
Identify and implement operational improvements, participate in strategic initiatives and cross-functional projects, and support business-unit strategies.
Support change management and adoption of new processes, programs, and technologies.
Analyze team performance, productivity, and operational trends; prepare and communicate reports and business insights to leadership.
Assist with workforce planning, scheduling, resource allocation, succession planning, budget management, and resource optimization.
Drive accountability for key business metrics and performance outcomes.
Back up the Director by providing leadership, guidance, and decision-making support in their absence.
Support organizational priorities and continuity of operations during change or transition.