Head of Post-Sale Operations & Customer Experience

Automatic Data Processing, Inc.; Schaumburg (IL); Hybrid; USD 100,000 - 120,000; Full time

Benefits offered by this job

Paid leave: Unlimited PTO per year

Health insurance: Medical, dental, and

Vision coverage

401(k) with employer match

Paid holidays: 6 company-paid holidays

Job summary

Automatic Data Processing, Inc. is seeking a Senior Manager, Operations in Schaumburg, IL. This role leads Post-Sale areas including Customer Support, Customer Success, and Infrastructure, driving outcomes and cross-functional collaboration to improve customer experience.

You’ll own staffing, metrics, and service standards, ensuring on-time delivery from go-live to renewal, while maintaining reliability and operational readiness. Hybrid work is available, with two in-office days.

Qualifications

• 7+ years of experience in operations, customer operations, service delivery, or technical account leadership, including 3+ years managing people.
• Experience managing managers or leading multiple functions at once.
• A strong operational instinct: you measure things, you find the bottleneck, and you fix the system rather than the symptom.
• Enough technical depth to hold credible conversations about cloud infrastructure, uptime, integrations, and incident response, and to know when an answer does not add up.
• Experience owning customer-facing service standards and improving them under growth pressure.
• Clear, direct communication with executives, employees, and customers alike.
• Comfort working a hybrid schedule with three days per week in our Schaumburg, IL office.

Responsibilities

• Lead the Post-Sale Organization: Customer Support, Customer Success, and Infrastructure, with clear outcomes for each team.
• Set shared goals across functions to ensure smooth handoffs between implementation, support, and engineering.
• Own hiring, onboarding, staffing levels, and capacity planning for the organization.
• Build a culture where teams solve problems at the root rather than escalating.
• Own the end-to-end customer journey from go-live through renewal, including timelines and retention.
• Oversee infrastructure, platform availability, performance, monitoring, capacity, and cost.

Skills

Operations leadership

People management

Cross-functional collaboration

Operational metrics

Executive communication

Tools

AWS

Monitoring tools

Ticketing tooling

Job description

Automatic Data Processing, Inc. is seeking a Senior Manager, Operations in Schaumburg, IL. This role leads Post-Sale areas including Customer Support, Customer Success, and Infrastructure, driving outcomes and cross-functional collaboration to improve customer experience.

You’ll own staffing, metrics, and service standards, ensuring on-time delivery from go-live to renewal, while maintaining reliability and operational readiness. Hybrid work is available, with two in-office days.