Director - Service Technology

ADP; Norfolk (VA); Presencial; USD 120.000 - 150.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Courageous team collaboration

Commitment to community

Diversity, equity, and inclusion initiatives

Descripción de la vacante

Fairygodboss is seeking a Director of Service Technology to oversee the success of their communications program, focusing on innovative technology and team leadership.

The ideal candidate will have 8+ years of experience, including skills in Genesys technology and team management. This role emphasizes collaboration, problem-solving, and communication with various stakeholders.

Join a diverse and inclusive workplace that values ethical standards and community impact.

Formación

• 8+ years of experience in a similar role.
• At least two years of experience with Genesys or similar technology.
• Experience documenting process flows in PowerPoint or Visio.
• Strong customer service focus.
• Experience leading a technical support team.

Responsabilidades

• Lead the HRO's Omni Channel communications program.
• Provide leadership and direction to team members.
• Maintain knowledge of technologies involved in communications.
• Align team with important programs and projects.

Conocimientos

Leadership

Communication

Technical support

Problem-solving

Collaboration

Educación

Bachelor's degree or equivalent

Herramientas

Genesys

PowerPoint

Visio

Descripción del empleo

ADP is hiring a Director of Service Technology.

Are you empathic to client needs, your team, and internal partners to drive success while making hard calls and bold moves?

Are you intrigued by technology and how it can help solve business problems?

Are you a leader looking to transform a team as it faces new opportunities at an ever‑increasing pace?

Well, this may be the role for you.

In this role, you will be responsible for the success of the HROs Omni Channel communications program. This program includes Genesys Voice and Chat channels and IVR as well as Co‑Browse and aligns with Salesforce as the HCM platform. You will lead a team that maintains and supports these networks throughout the HRO. You will be responsible for leading the team through implementing new and innovative technologies in your space and aligning with leaders across the HRO for successful rollouts of these new platforms and features. You carry the weight of ADP's service reputation and client satisfaction in your hands.

Every day, you will use your technical awareness and ADP partnerships to lead and align your team and business stakeholders to incorporate and support innovative and enhanced product capabilities. You will leverage your leadership expertise to establish the direction of your team's daily activities, coach and develop your team members, create an overall productive and enjoyable working environment for your team, and manage and resolve partner escalations.

To thrive in this role, you will have a communication style that builds rapport and establishes trust with your stakeholders and your team making it easy to understand and take action on your initiatives. Your aptitude for technology will shine. Pace should not scare you. As a result, your team and stakeholders will lean into your vision and lean into you for their confidence in our communications strategy. You will find not only a career here but lasting friendships in a company that values inclusion.

What you can expect on a typical day

• Functional Area Support. You will help the HRO's various functional areas manage their communications strategies through IVR, Genesys Voice and Chat channels, and Co‑Browse solutions. This may include enhancements to systems or changes to current routing options based on business changes or uncovered challenges. Support might also involve your team partnering with CAET or other ADP partners to resolve individual user issues as they arise.
• Team Organization. You will provide team members leadership, guidance, and direction to ensure quality work and tasks are completed according to scheduled timelines. You will align your team with the most important programs and projects. This may include detailed program management for new functionality as well as ongoing product training for new associates and continuing education for existing associates.
• Learn. You will maintain a current knowledge of the technologies involved in Omni Channel communications, including those that are being utilized by the Enterprise, as well as the potential for emerging technologies.

Experience

You have 8+ years of experience in relevant skills gained and developed in the same or similar role.

To Succeed in This Role

• At least two years of administrator experience with Genesys or similar technology.
• Technical support experience.
• A working knowledge of Genesys chat and IVR or similar technologies.
• Excellent leadership and people management skills, with at least one year of experience as a team leader or manager.
• Experience documenting process flows in PowerPoint or Visio and articulating them.
• Strong communication and collaboration skills and experience engaging with leaders and stakeholders at all levels of the organization, problem‑solving, planning, system administration, and a strong customer service focus.
• You will have a Bachelor's degree or equivalent.

For additional comfort in the role

• Product or Project Management experience.
• Experience leading a technical support team.

YOU'LL LOVE WORKING HERE BECAUSE YOU CAN

• Have courageous team collaboration. Courage comes from how associates are willing to have difficult conversations, speak up, be owners, and challenge one another's ideas to find the best solution.
• Deliver at epic scale. We deliver real user outcomes using strong judgment and good instincts. We’re obsessed with the art of achieving simplicity with a focus on client happiness and productivity.
• Be surrounded by curious learners. We align ourselves with other smart people in an environment where we grow and elevate one another to the next level. We encourage our associates to listen, stay agile, and learn from mistakes.
• Act like an owner & doer. Mission‑driven and committed to leading change, you will be encouraged to take on any challenge and solve complex problems. No tasks are beneath or too great for us. We are hands‑on and willing to master our craft.
• Give back to others. Always do the right thing for our clients and our community and humbly give back to the community where we live and work. Support our associates in times of need through ADP's Philanthropic Foundation.
• Join a company committed to equality and equity. Our goal is to impact lasting change through our actions.

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.