Director, Retirement Services Client Experience & Growth

ADP, Inc.; Louisville, Northern (KY, KY); Hybrid; USD 130,000 - 180,000; Full time

Job summary

ADP is seeking a Director, Client Services (Retirement Services) to lead the Key Accounts Service team. You will oversee ~40 teammates (including 4 direct reports) and drive scalable service models, data-driven decisions, and strong executive presence to improve client retention and service delivery.

The role emphasizes cross-functional collaboration with Sales, Operations, Product, and Implementation to deliver measurable business outcomes and growth opportunities for advisors and partners

Qualifications

• 10+ years of experience in Client Services, Retirement Services, Relationship Management, or related field.
• 5+ years of leadership experience managing client-facing associates or teams.
• Demonstrates leadership excellence and talent development.
• Proven ability to develop and execute strategic business strategies.
• Strong communication and collaboration across the enterprise.

Responsibilities

• Lead ~40 team members (4 direct reports) in Retirement Services service delivery.
• Define and execute scalable service models to improve capacity and outcomes.
• Monitor KPIs, service standards, and operational goals.
• Coach and develop leaders and associates, building leadership bench strength.
• Partner with Sales and Relationship Management to address service opportunities and risks.
• Drive cross-functional initiatives with Service, Operations, Sales, Product and Technology.

Skills

Data analysis

Leadership

Communication

Strategic thinking

Change management

Job description

ADP is seeking a Director, Client Services (Retirement Services) to lead the Key Accounts Service team. You will oversee ~40 teammates (including 4 direct reports) and drive scalable service models, data-driven decisions, and strong executive presence to improve client retention and service delivery.

The role emphasizes cross-functional collaboration with Sales, Operations, Product, and Implementation to deliver measurable business outcomes and growth opportunities for advisors and partners