Director, Client Service

About the role

In this role, you'll leverage your project management and leadership expertise to guide multiple teams, ensuring efficient operations and an overall productive and enjoyable working environment for employees. Your #1 goal is to drive product, tool, and service enhancements. Every day will be different because the projects, strategic initiatives and collaboration opportunities will change, as will the solutions you provide each client.

To thrive in this role, you must have a way with clients and client team members that builds rapport, establishes trust, and shines with professionalism. You will partner with Implementation, GPT and other internal partners to ensure clients derive the full value of their ADP products and services. When done successfully, our client satisfaction scores and client team sentiment will make you proud.

To learn more about Client Services at ADP, watch here: https://adp.careers/Client_Services_Videos

Responsibilities

• Supports, directs, and implements the overall strategy for servicing and supporting their assigned book of business.
• Evaluates, implements, and communicates strategies to improve availability for and resolution of all client inquiries.
• Partners with VP to create, define and communicate goals, establish and manage budgets, formulate incentive initiatives and implement new procedures.
• Ultimately responsible for the client experience, NPS, and client retention within their assigned book of business.
• Leads and inspires a virtual and matrix-managed organization including developing, implementing, and sustaining service strategies that will ensure client satisfaction and retention through effective management of Client Services.
• Partners with other Service Directors to drive associate engagement, retention, talent development (including succession planning) and appropriate programs to enhance the service function, performance, and associate development.
• Ensures client services leadership team is held accountable to productivity goals by effectively balancing call and case activity and resources among client service teams.
• Collaborates with members of their Senior Teams on all strategy regarding client support requirements.
• Partners with managers, technical support and associates on escalated client situations as required.
• Works closely with the Client Success and Implementation teams on strategic initiatives related to client retention.
• Helps to identify clients at risk and provides resources to assist the center's retention team.
• Partners with Sales, Implementation, Product, and related teams to ensure effective touch points are maintained to provide excellence in all areas of service delivery.
• Closely aligns with Corporate business partners and other Service Centers regarding service challenges, production quality and solutions.
• Proactively manages team hiring and development to move within the organization.
• Provides guidance, coaching and assistance as needed to ensure their development and professional growth.
• Reviews and evaluates data from key business metrics — action plans to improve quality, client retention and associate engagement based on data.
• Financial knowledge of the service organization within the market segment they have responsibility for including budget preparation and analysis, expense reports, and administration/monitoring of accounting processing including forecasting.
• Functions as a consultant and business partner to other organizations within ADP.
• Broad scope decision making based on understanding of ADP and organizational priorities and goals.
• Serves as an acting backup to other leaders, providing leadership, guidance and direction to team members in the absence of the leader.
• Participates in task forces, strategic initiatives, stretch assignments and collaboration opportunities with other business units.
• Performs other related duties as assigned.

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.

Preferred Qualifications

• Leader of leaders experience desirable.
• 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 with 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 to drive 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 preferred.
• Demonstrated commitment to diversity, inclusion, associate engagement, and leadership development.

Benefits

• Be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights.
• Belong by joining one of our Business Resource Groups where you can connect globally with networks and allies who share common interests and experiences.
• Grow your career in an agile, dynamic environment with plenty of opportunities to progress.
• Continuously learn through ongoing training, development, and mentorship opportunities.
• Be your healthiest — best-in-class benefits start on Day 1 because healthy associates are happy ones.
• Focus on your mental health and well-being.
• Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live.
• Get paid to pay it forward — company-paid time off for volunteering for causes you care about.
• Medical, Dental, Vision, Life Insurance, Matched Retirement Savings, Wellness Program, Short- and Long-Term Disability, Charitable Contribution Match, Holidays, Personal Days & Vacation, Paid Volunteer Time Off, and more.

Pay

Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity or commissions. The compensation for this role is USD $114,500