Director Client Service

• Do you thrive in a fast-paced service environment where client experience, operational excellence, and leadership all matter?
• Are you energized by building strong teams, improving workflows, and driving results across a complex organization?
• Do you enjoy partnering across functions to solve problems, strengthen service delivery, and influence better business outcomes?

If so, this may be just the opportunity you’ve been looking for.

In this role, you’ll lead service and operational support for the SBS region within OneTax. You’ll help set direction, strengthen service delivery, and improve the workflows, tools, and partnerships that support strong client outcomes. Your leadership will directly influence service quality, client satisfaction, associate effectiveness, and ADP’s reputation with clients and internal partners.

You’ll use your leadership, operational, and business judgment to empower a team of managers, improve service performance, and move strategic initiatives forward across the SBS Tax Service organization. You’ll also serve as a key partner across OneTax, SBS, and cross-functional teams, helping ensure clients and associates have the training, communication, and support they need to succeed.

At ADP, we value agility, inclusion, and authentic collaboration. You’ll do well in this role if you’re comfortable leading in a dynamic service environment, enjoy working across teams, and like building both strong results and strong relationships.

Ready to #MakeYourMark? Apply now!

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

What you can expect on a typical day:

• Set and communicate direction for client service and product support activities across the SBS Tax Service organization.
• Lead operational initiatives that improve service delivery, workflow effectiveness, client experience, and business outcomes.
• Drive continuous improvement across service processes, issue resolution strategies, and regional execution.
• Partner across OneTax and SBS to align priorities, optimize operating models, and strengthen execution across teams.

• Lead, coach, and develop a team of managers, building leadership bench strength and supporting succession planning and long-term talent growth.
• Establish clear performance expectations and foster a culture of accountability, collaboration, and high performance.
• Support hiring, onboarding, development, and performance management practices that strengthen team capability and engagement.
• Identify skill gaps and development opportunities across the organization and help ensure associates and leaders have the training and support needed to succeed.

• Own service quality and client experience outcomes, including measures such as NPS, answer times, and resolution effectiveness.
• Serve as an executive escalation point for complex or high-impact service issues, ensuring timely resolution and strong client outcomes.
• Advocate for the client and associate experience in decisions related to service strategy, workflow design, and operational execution.
• Build strong working relationships across the business to support seamless service delivery and a consistent client experience.

• Analyze operational metrics and service trends to identify opportunities to improve efficiency, service performance, and business impact.
• Develop, maintain, and interpret reports related to team activities, service outcomes, and organizational performance.
• Manage project-related budget responsibilities, resource allocation, and operational planning in support of broader business objectives.
• Support compliance with applicable tax regulations, operational controls, and ADP policies while maintaining a strong focus on quality and execution.

• 7-10 years of leadership experience in a call center, service, or operational environment.
• 1+ years of Payroll Tax experience required. 
• Strong written and verbal communication skills.
• Demonstrated ability to work across organizations with limited supervision and influence outcomes in a matrixed environment.
• Strong analytical skills and ability to translate operational data into actionable solutions.
• Ability to work effectively across time zones, cultures, geographies, and leadership levels.
• Strong attention to detail and commitment to service quality, accountability, and continuous improvement.

• Experience leading leaders, managing team performance, and driving operational results in a fast-paced service setting desirable.
• College degree preferred.
• Experience in employment tax operations, client service, or related ADP business environments.
• Experience improving workflows, reporting, and service processes across cross-functional teams.
• Experience with strategic projects involving service transformation, operational effectiveness, or organizational process improvement.

• 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. We’re here to provide exceptional service to our clients, and none of that happens without each of us taking care of ourselves and being there for one another.