Senior Director, Client Services — Hybrid Leader

ADP; Alpharetta (GA); Hybrid; USD 132,000 - 246,000; Full time

Job summary

ADP is seeking a Senior Director, Client Service for Lyric HCM within National Accounts. This role leads multiple teams, shaping service strategies, client experience, and retention across the US.

The position emphasizes collaboration with Implementation, GPT, and other partners to maximize client value and satisfaction. The role reports to the VP/GM of Client Services and requires strong leadership, project management, and financial acumen, with ~3 direct reports and several indirects.

Qualifications

• 12+ years of management experience in a high-performance service environment.
• 8+ years of people leadership experience.
• Experience in matrix management and oversight of a professional organization.
• Ability to work under time constraints with flexibility and adaptability.
• Travel required: 25%.

Responsibilities

• Supports, directs, and implements the overall strategy for servicing and supporting their assigned book of business.
• Evaluates, implements, and communicates strategies to improve availability for and resolution of all client inquiries.
• Partner with VP to create, define and communicate goals, establish, and manage budgets, formulate incentive initiatives and implement new procedures.
• Ultimately responsible for the client experience, NPS, client retention within their assigned book of business.
• Leads and inspires a virtual and matrix-managed organization including developing, implementing, and sustaining service strategies that will ensure client satisfaction and retention through effective management of Client Services.
• Partners with other Service Directors to drive associate engagement, retention, talent development and appropriate programs to enhance the service function, performance, and associate development.
• Ensures client services leadership team is held accountable to productivity goals by effectively balancing call and case activity and resources among client service teams.
• Collaborate with members of their Senior Teams on all strategy regarding client support requirements.
• Partners with managers, technical support and associates on escalated client situations as required.
• Works closely with the Client Success and Implementation teams on strategic initiatives related to client retention.

Skills

Leadership

Project management

Communication

Problem solving

Time management

Budgeting

Strategic thinking

Education

College degree

Job description

ADP is seeking a Senior Director, Client Service for Lyric HCM within National Accounts. This role leads multiple teams, shaping service strategies, client experience, and retention across the US.

The position emphasizes collaboration with Implementation, GPT, and other partners to maximize client value and satisfaction. The role reports to the VP/GM of Client Services and requires strong leadership, project management, and financial acumen, with ~3 direct reports and several indirects.