Director of Technical Services

ADP; Norfolk (VA); On-site; USD 123,000 - 304,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401(k) match

Wellness program

Short-term disability

Long-term disability

Volunteer time off

Job summary

ADP is seeking a Director of Technical Operations to lead service technology initiatives within Small Business Services. The role combines technical leadership, project orchestration, and cross‑functional coordination to deliver customer‑facing capabilities with a data‑driven approach.

The ideal candidate brings 8+ years in product management or related fields, with proven success in guiding complex internal projects and partnering with engineering teams to drive impactful outcomes for clients.

Qualifications

• 8+ years of proven experience in product management, technical operations, or related roles.
• Full SDLC experience from discovery through launch and post-launch analysis.
• Technical acumen—engaging with engineers on decisions, architecture, and system design.

Responsibilities

• Collaborate with engineering and business teams to align on priorities and unblock technical work.
• Review analytics reports and client feedback to identify patterns and opportunities.
• Facilitate discussions between technical teams and business stakeholders to solve complex problems.
• Create clear business requirements with a point of view on technical approach.
• Conduct or coordinate client research and usability validation.
• Present findings and recommendations to leadership.
• Mentor team members and build technical capacity within the organization.

Skills

Technical leadership

Project management

Cross-functional collaboration

Data-driven decisions

Stakeholder management

Communication

Strategic thinking

Software familiarity

Analytics tools

Portfolio management

Education

Bachelor's degree in a technical/analytical/business field

Tools

GenAI / LLM tooling

Data analytics tools

Job description

We are seeking a Director of Technical Operations to work on service technology in Small Business Services. This is a high-impact director-level position that combines technical leadership, project orchestration, and cross-functional coordination to drive business outcomes through innovation and client obsession.

The ideal candidate will bring 8+ years of experience in product management or similar fields, with proven expertise in both managing complex internal projects and collaborating with engineering teams to deliver customer-facing capabilities.

Key Responsibilities

Technical Project & Portfolio Management

• Manage the intake and prioritization of data science, tools, and feature requests from internal stakeholders
• Define scope, refine requirements, and establish success criteria for technical projects
• Partner with product owners to deliver
• Provide thoughtful analysis that tells us what outcomes our work is providing, and where we need to double down
• Maintain visibility into the portfolio of ongoing technical projects and ensure strategic alignment

Cross-Functional Product Coordination

• Partner with the Service Technology Engineering team to translate business needs into technical solutions
• Act as a product strategist (not a product owner managing backlogs, but a strategic advisor on technical direction)
• Collaborate with business stakeholders, engineering, design, and UX research teams to clarify priorities and unblock work
• Work positively and effectively with internal customers including client service associates, executives, and frontline managers

Stakeholder Management & Communication

• Serve as a bridge between technical teams, business leaders, and users
• Gather insights from client data, analytics, and direct user feedback to inform service technology decisions
• Communicate technical constraints and tradeoffs to non-technical stakeholders
• Maintain a data-driven approach to prioritization and decision-making

Strategic Leadership

• Use analytics and customer insights to understand what he business actually needs
• Develop evidence-based opinions and validate them through research
• Navigate ambiguity and make progress without waiting for perfect information
• Keep teams energized and moving forward with optimistic, collaborative leadership

What We're Looking For

Core Competencies (Required)

• Bachelor's degree in a technical, analytical, or business-related field (or equivalent experience)
• 8+ years of proven experience in product management, technical operations, or related roles
• Full SDLC expertise - demonstrated success from discovery through launch and post-launch analysis
• Technical acumen - Ability to engage deeply with engineers on technical decisions, architecture, and system design
• Data fluency - Comfortable with analytics tools, can pull reports, interpret data, and act on insights independently
• Clear communicator - Can write business cases, run productive meetings, and explain technical concepts to diverse audiences
• Comfortable with ambiguity - Makes progress without complete information and course-corrects quickly
• Naturally collaborative - Works well with engineering, design, business teams; shares perspectives and commits fully once direction is set
• Client obsessed - Stays close to real users through calls, session recordings, support tickets, and ongoing research

Preferred Qualifications

• Regulated industry experience - Background in payroll, HR, tax, fintech, healthcare, or similar domains where compliance and accuracy are critical
• AI/Automation expertise - Hands-on experience integrating GenAI or LLM tooling into workflows; understands capabilities and limitations
• Technical background - Some hands-on experience with software development, even if not a full-time engineer
• Built something - Created and shipped a product, tool, or side project, preferably using modern development approaches
• Early adopter mindset - Actively learning emerging technologies and applying them to solve business problems
• Technical trend awareness - Follows technology industry developments through blogs, podcasts, books, and industry resources

Day-to-Day Activities

• Collaborate with engineering and business teams to align on priorities and unblock technical work
• Review analytics reports and client feedback to identify patterns and opportunities
• Facilitate discussions between technical teams and business stakeholders to solve complex problems
• Create clear business requirements with a point of view on technical approach
• Conduct or coordinate customer research and usability validation
• Present findings and recommendations to leadership
• Mentor team members and build technical capacity within your organization

What We Offer

Impact at scale - Your decisions drive product strategy and internal operations with direct impact on customer outcomes

Intellectual challenge - Work at the intersection of technology, product, and business with complex, meaningful problems

Collaborative culture - Join a team that values courageous conversations, innovation, and continuous learning

Career growth - Opportunities to develop expertise in emerging technologies and move into broader leadership roles

Inclusive environment - Work in a culture that embraces diverse perspectives and empowers all associates

Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity or commissions. We offer the following benefits: Medical, Dental, Vision, Life Insurance, Matched Retirement Savings, Wellness Program, Short-and Long-Term Disability, Charitable Contribution Match, Holidays, Personal Days & Vacation, Paid Volunteer Time Off, and more. The compensation for this role is USD $123,400.00 - USD $303,800.00 / Year*

*Actual compensation will not be less than the applicable minimum wage or minimum exempt salary requirement under federal, state and local laws.

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. Learn more about ADP’s culture and our full set of values.