Director, Client Service Experience

ADP is hiring a Director, Client Service Experience (Small Business) in the HRO Professional Employer Organization (PEO).

As a leader in the Small Business segment, the Director, Client Service Experience will serve as a strategic liaison between the India Payroll organization and U.S.-based leadership teams. This role is responsible for driving consistency in processes, elevating service delivery standards, enhancing team capabilities, and improving operational performance across the India payroll organization.

Working closely with India leadership, project managers, service coaches, enablement teams, and U.S.-based operational partners, this individual will identify opportunities for improvement, implement best practices, drive accountability, and support the ongoing development of payroll professionals. The role will require periodic travel to India to strengthen partnerships, assess operational effectiveness, and support organizational initiatives.

The role will also be responsible for delivering executive-level business reviews, operational updates, trend analyses, and strategic recommendations to senior leadership.

Success in this role is defined by consistent achievement of client experience and retention goals, strong productivity and quality metrics, and high levels of associate engagement/development.

  Ready to #MakeYourMark? Apply now!

WHAT YOU’LL DO: Responsibilities 

• Lead Strategic Service Execution:
  Oversees the service strategy for the <25 East market, driving improvements in responsiveness, issue resolution, service quality, and alignment with operational priorities. Uses data and insights to drive results, analyzing trends to inform action plans aimed at improving client satisfaction, retention, and productivity. Partners with peers and stakeholders to resolve service challenges and deliver scalable solutions.
• Drive Client Focus and Retention:
  Owns the client experience end-to-end, with direct accountability for NPS, client satisfaction , and retention. Proactively monitors service trends to identify early risk and develop targeted save strategies. Oversees HR Services teams to execute service initiatives that enhance the client and broker/COI partner experience. Collaborates cross-functionally to ensure alignment of service delivery with client priorities.
• Strategic Leadership & Organizational Effectiveness:
  Partners with senior leaders in the U.S. and India to define and implement a vision for a high-performing payroll service organization with our ADPI teams. Establishes consistent operational processes, procedures, and service standards across the India Payroll organization. Drives organizational alignment, accountability, and execution against business priorities. Acts as a change leader, identifying opportunities to improve operational performance, client outcomes, and employee effectiveness. Evaluates organizational challenges and develops scalable solutions that support long-term growth and operational maturity.
• Capability Development & Workforce Readiness:
  Develops and executes a comprehensive capability-building strategy to improve payroll knowledge, client service skills, and leadership effectiveness. Partners with Enablement, Operations, and HR leaders to identify skill gaps and implement targeted development programs. Establishes learning paths focused on payroll fundamentals, wage movements/payroll impacts, 401(k) knowledge, case prevention and TS Well management, client communication and accountability conversations, and escalation management.
• Service Excellence & Client Experience:
  Leads initiatives designed to strengthen client experience and improve service delivery consistency. Establishes quality monitoring and coaching frameworks in partnership with Service Coaches and stateside leadership teams. Drives adoption of best practices related to case management, escalations, and client communication. Leads pilot programs and process improvements, including increased utilization of the Service Portal as a primary communication channel. Identifies trends impacting client satisfaction and implements corrective action plans.
• Performance Management & Operational Governance:
  Partners with India HR leadership to align performance management practices with business objectives. Establishes operational governance routines and accountability measures for managers and leaders. Monitors and evaluates performance indicators including, payroll accuracy and timeliness, NPLP adherence, phone adherence/availability, workforce management metrics, case aging and resolution effectiveness, escalation trends, and service quality outcomes. Ensures leaders are leveraging data effectively to drive performance and accountability.
• Cross-Functional Partnership & Global Collaboration:
  Serves as the primary liaison between India Payroll leadership, Project Managers, CRE teams, Enablement, HR, and U.S.-based operational leaders. Identifies NPS trends, retention opportunities, and enhances the overall client experience. Drives partnership between India and the U.S. organizations to improve communication, consistency, and operational execution. Travels to India as needed (approximately once per quarter) to assess organizational effectiveness, strengthen leadership partnerships, provide coaching, and support strategic initiatives.
• Executive Reporting & Business Reviews:
  Develops and delivers executive-level presentations, operational reviews, and business updates to senior leadership. Provides regular readouts on organizational health, operational performance, service trends, risks, and opportunities. Analyzes performance data to identify root causes, emerging trends, and strategic improvement opportunities. Presents recommendations and action plans to senior leaders, influencing decisions and driving organizational priorities. Creates dashboards and reporting mechanisms that provide clear visibility into key performance metrics and transformation progress.

TO SUCCEED IN THIS ROLE:

Requirements:

• 12+ years of payroll, client service or operations
• Strong understanding of payroll operations and service delivery within TS organization highly necessary
• Strategic thinker with the ability to assess complex situations, synthesize data, and drive changes to deliver results.
• Experience coaching and influencing leaders without direct authority.
• Ability to analyze operational trends and implement process improvements.
• Strong communication, presentation, and stakeholder management skills.
• Ability to manage competing priorities in a fast-paced environment.
• Experience leading initiatives across geographically dispersed teams.
• Ability to travel to Hyderabad and Pune as required at least once a quarter.

A college degree is great but not required. What's more important is having the skills to do the job. Other acceptable experiences could include:

• Experience noted above, OR
• Military experience where skills including teamwork, adaptability, organization, and follow-through will help you build team and client relationships, identify solutions, and achieve success.

BONUS POINTS FOR THESE: Preferred Qualifications

• U.S. payroll experience.
• Experience supporting offshore or global service organizations.
• Knowledge of workforce management metrics and contact center operations.
• Experience developing training programs and operational readiness initiatives.
• Project management or process improvement experience.