Manager, Implementation SBS

• Are you passionate about developing high-performing teams and creating exceptional client experiences?
• Do you enjoy coaching associates, managing complex implementation work, and helping organizations achieve operational excellence?
• Are you looking for an opportunity where you can combine leadership, client service, and operational expertise to make a meaningful impact?

If so, this may be the opportunity you've been searching for.

• Lead, motivate, and develop a team of implementation professionals focused on delivering exceptional client outcomes.
• Establish clear performance expectations and accountability measures aligned to business objectives.
• Coach associates through performance management, career development, and ongoing feedback.
• Conduct performance reviews, create development plans, and support succession planning efforts.
• Identify skill gaps and partner with leadership to coordinate training and development opportunities.
• Foster a culture of collaboration, engagement, accountability, and continuous improvement.

• Lead daily team operations to ensure work is completed accurately, efficiently, and within established service-level commitments.
• Manage workloads, priorities, and resources to support business objectives and client needs.
• Monitor productivity, quality, and performance metrics to ensure organizational standards are achieved.
• Oversee the consistent execution of standard workflows, processes, and best practices.
• Ensure successful delivery during high-volume and critical business periods.

Client Experience & Escalation Management

• Serve as a trusted leader and escalation point for complex client and operational issues.
• Partner with associates, clients, and internal stakeholders to identify solutions and drive successful outcomes.
• Balance business needs and client expectations while maintaining a focus on service excellence.
• Build strong relationships with internal partners to ensure a seamless client experience.

Strategic Partnership & Business Support

• Serve as a consultant and business partner to leaders and teams across ADP.
• Collaborate with peers and stakeholders to identify and implement operational improvements.
• Participate in strategic initiatives, task forces, and cross-functional projects that support organizational goals.
• Contribute to the execution of business unit strategies and operational priorities.
• Support change management initiatives and drive adoption of new processes, programs, and technologies.

Performance & Workforce Management

• Analyze team performance, productivity, and operational trends to identify opportunities for improvement.
• Prepare and communicate performance reports and business insights to leadership.
• Assist with workforce planning activities, including scheduling, resource allocation, and succession planning.
• Support budget management and resource optimization efforts as needed.
• Drive accountability for key business metrics and performance outcomes.

Leadership Continuity

• Act as a backup to the Director by providing leadership, guidance, and decision-making support in their absence.
• Support organizational priorities and ensure continuity of operations during periods of change or transition.
• Partner with leadership to implement strategic initiatives and achieve business objectives.

• 5+ years of client service, implementation, project management, or related experience.
• 3+ years of leadership experience with demonstrated success leading teams and developing talent.
• Experience managing operational workflows, performance metrics, and service delivery results.
• Proven 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 with the 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 great but not required. What's more important is having the skills needed to perform successfully in this role.

Other acceptable experiences could include:

• Equivalent professional experience in Client Services, Implementation, Operations, Project Management, Customer Success, Business Operations, or a related field.
• Military experience. We recognize and appreciate the leadership, accountability, problem-solving, adaptability, and teamwork skills developed through military service and welcome those experiences in our organization.

• 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 efforts.
• 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.

• Lead Great People. Develop and mentor talented associates while helping them achieve their professional goals.
• Drive Client Success. Play a critical role in delivering exceptional implementation experiences and business outcomes.
• Make an Impact. Influence operational performance, team effectiveness, and client satisfaction.
• Grow Your Career. Build leadership capabilities and prepare for future advancement opportunities.
• Collaborate Across ADP. Partner with leaders and teams throughout the organization to solve complex challenges.
• Join a culture that values inclusion, collaboration, innovation, and continuous growth.

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