Director - Client Services

adpinternalcareers; Louisville (KY); On-site; USD 120,000 - 180,000; Full time

Job summary

ADP is seeking a strategic Director of Client Services to lead a team serving UpMarket Retirement Services clients. You will elevate service delivery, strengthen client retention, and build leadership capability for a growing portfolio.

The role balances strategic leadership with day-to-day execution, talent development, and data-driven decision making in a fast-paced, matrixed environment.

Qualifications

• Bachelor's degree or equivalent experience required.
• 7–10+ years in Client Services, Retirement Services or related field.
• 5+ years of leadership experience managing client-facing teams.
• Proven success driving client retention and service excellence.
• Experience leading strategic initiatives across a matrixed organization.
• Strong analytical, communication, and decision-making skills.
• Ability to balance day-to-day leadership with broader execution.
• Retirement Services industry experience and relevant designations preferred.
• Experience leading organizational change and talent development initiatives.

Responsibilities

• Lead, coach, and develop a team of Client Service Managers for UpMarket clients.
• Drive client satisfaction, retention, and operational performance.
• Partner with Service Executive to execute retention strategies.
• Lead cross-functional initiatives to improve client experience and delivery.
• Identify trends and risks; translate insights into action plans.
• Serve as escalation leader for complex client issues.
• Analyze metrics, feedback, and trends to drive improvement.
• Strengthen capability through coaching, succession planning, and development.
• Collaborate with Sales, Operations, Product, and Implementation leaders.
• Influence decisions with data-informed recommendations.
• Lead change efforts and implement new service initiatives.

Skills

Leadership

Client services

Relationship management

Data analysis

Communication

Decision making

Change management

Talent development

Coaching

Succession planning

Cross-functional collaboration

Education

Bachelor's Degree or equivalent experience

ASPPA, QKA, QKC, CRPS, CEBS, or related designation

Job description

Director, Client Services

ADP is seeking a strategic, results-oriented Director, Client Services to lead a team of Client Service Managers supporting our UpMarket Retirement Services clients. Reporting to the Service Executive, this leader will play a critical role in strengthening client retention, elevating service delivery, and building the leadership capability needed to support a complex and growing client portfolio.

This role is critical to strengthening client relationships, translating business priorities into action, and elevating the overall client experience. The Director will partner closely with UpMarket leaders and cross-functional stakeholders to lead initiatives that improve service delivery, support retention, and build a high-performing, accountable team culture.

The ideal candidate brings strong business judgment, a client-centered mindset, and the ability to influence across a matrixed organization. Success in this role requires balancing strategic leadership with day-to-day execution, developing talent, using data and insights to guide decisions, and leading through change in a fast-paced environment.

Key Responsibilities

• Lead, coach, and develop a team of Client Service Managers supporting ADP's UpMarket Retirement Services clients
• Drive client satisfaction, retention, operational performance, and associate engagement across the assigned team
• Partner with the Service Executive to execute service and retention strategies for the UpMarket segment
• Lead cross-functional initiatives that improve the client experience, strengthen retention, and enhance service delivery
• Identify client trends, business risks, and service opportunities, and translate insights into action plans that improve outcomes
• Serve as an escalation leader for complex client issues and retention-related matters
• Analyze performance metrics, client feedback, retention data, and operational trends to drive continuous improvement
• Strengthen organizational capability through coaching, talent development, succession planning, and leadership development
• Partner with leaders across Sales, Relationship Management, Operations, Product, Implementation, and Service to align support for business objectives
• Influence decisions and priorities through sound judgment, strong business acumen, and data-informed recommendations
• Lead change efforts and support the implementation of new processes, programs, and service initiatives

Qualifications

• Bachelor's Degree or equivalent experience
• 7-10+ years of experience in Client Services, Retirement Services, Relationship Management, or a related field
• 5+ years of leadership experience managing client-facing associates or teams
• Demonstrated success driving client retention, service excellence, and associate development
• Experience leading strategic initiatives and influencing outcomes across a matrixed organization
• Strong analytical, communication, and decision-making skills
• Proven ability to balance day-to-day leadership responsibilities with broader business execution
• Retirement Services industry experience
• ASPPA, QKA, QKC, CRPS, CEBS, or related industry designation
• Experience leading organizational change and business transformation initiatives
• Demonstrated success developing future leaders and building talent pipelines