Director, Client Operations & Service Delivery

Automatic Data Processing, Inc.; Tempe (AZ); On-site; USD 150,000 - 210,000; Full time

Benefits offered by this job

Best-in-class benefits

Volunteer time off

Job summary

ADP is seeking a Director – COS to provide strategic performance leadership in National Accounts Services, overseeing client retention, service delivery, and operational cost management. You will drive transformation initiatives and partner with clients and internal stakeholders to meet payroll and HR service needs while ensuring a seamless client experience.

You will lead service delivery teams, manage escalated client matters, and guide continuous improvement while supporting significant

Qualifications

• 4-7+ years of leadership experience managing large-scale service operations.
• Strong payroll, client service, or operations management background.
• Excellent communication, presentation, negotiation, and facilitation skills.
• Ability to thrive in a fast-paced, high-demand environment and manage multiple priorities.

Responsibilities

• Create an environment that supports corporate vision, goals, values, and transformation initiatives.
• Manage strategic client relationships and ensure service level agreements are achieved.
• Oversee payroll administration service delivery and coordination across multiple ADP business units.
• Develop and execute client retention strategies and customer service initiatives.
• Lead cross-functional partnerships to deliver a seamless service model.
• Identify and implement best practices that improve efficiency, performance, and compliance.
• Drive cost reductions improved operating margins, accuracy, and customer satisfaction.
• Provide solutions that align people, processes, and business performance.
• Lead workforce planning, development, retention, succession, and performance strategies.
• Manage budgeting, forecasting, profitability analysis, and operational reporting.
• Prepare and lead client operational reviews and performance discussions.
• Manage escalated issues and ensure timely resolution.

Skills

Strategic leadership

Client relationship management

Operational leadership

Payroll & HR services

Service delivery excellence

Job description

ADP is seeking a Director – COS to provide strategic performance leadership in National Accounts Services, overseeing client retention, service delivery, and operational cost management. You will drive transformation initiatives and partner with clients and internal stakeholders to meet payroll and HR service needs while ensuring a seamless client experience.

You will lead service delivery teams, manage escalated client matters, and guide continuous improvement while supporting significant