Director - COS (Comprehensive Outsourcing Services) - NAS

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 hiring a Director – COS (Comprehensive Outsourcing Services) within our National Accounts Services organization.

• Are you a strategic leader who excels at client satisfaction, service delivery, business operations, and organizational transformation?
• Can you build strong client and partner relationships that drive trust, accountability, and results?
• Do you enjoy leading teams, improving performance, and creating operational excellence?
• Can you navigate complex client environments while delivering measurable business outcomes?
• Are you passionate about coaching associates and developing future leaders?

Well, this may be the role for you!

In this role as the Director, COS, you will provide strategic performance leadership, drive client retention and satisfaction, oversee business operations and cost management, and lead service delivery transformation initiatives. You will partner closely with clients and internal stakeholders to ensure payroll and HR service requirements are met while delivering a seamless client experience.

You will oversee service delivery teams, manage escalated client matters, lead operational reviews, monitor service level agreements, and drive continuous improvement initiatives. This role is responsible for supporting significant business growth while managing large client relationships and complex operational environments.
To thrive in this role, you will bring strong operational leadership, client relationship management expertise, and a passion for developing high-performing teams. You will serve as a trusted advisor to clients while ensuring operational excellence across the organization.

WHAT YOU’LL DO: 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.

TO SUCCEED IN THIS ROLE: Requirements

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

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

• Experience noted above, OR
• Military experience (NCO+) where skills including teamwork, adaptability, organization, and follow-through will help you build team and client relationships, identify solutions, and achieve success. We value the discipline, commitment, and problem-solving abilities you developed and are excited to provide an environment where you can continue to make a meaningful impact.

BONUS POINTS FOR THESE: Preferred Qualifications

• Experience improving payroll business processes.
• Knowledge of automated time and attendance systems.
• ADP product and operational knowledge.
• Extensive payroll compliance and accounting experience.
• Experience leading matrixed organizations.
• Demonstrated customer service and continuous improvement expertise.

YOU'LL LOVE WORKING HERE BECAUSE YOU CAN:

• Be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights.
• Belong by joining one of our Business Resource Groups where you can connect globally with networks and allies who share common interests and experiences.
• Grow your career in an agile, dynamic environment with plenty of opportunities to progress.
• Continuously learn through ongoing training, development, and mentorship opportunities.
• Be your healthiest. Best-in-class benefits start on Day 1 because healthy associates are happy ones.
• Focus on your mental health and well-being. We are here to provide exceptional service to our clients, and none of that happens without each of us taking care of ourselves and being there for one another.
• Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live.
• Get paid to pay it forward. Company-paid time off for volunteering for causes you care about.

A little about ADP:

We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.

Diversity, Equity Inclusion & Equal Employment Opportunity at ADP:

ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.

Ethics at ADP:

ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.