Director, Client Services — Retirement Solutions

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

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.