Sr Manager - Client Service

Socket.dev; Norfolk (VA); Hybrid; USD 110,000 - 160,000; Full time

Job summary

ADP in Norfolk, VA seeks a Senior Manager – Client Service to lead a high-performing team of Talent Activation Specialists responsible for implementing and optimizing Talent Technology modules such as Recruitment, Performance, Compensation, and Succession Planning aligned to client business needs.

This role requires a hands-on, business-minded leader who thrives in a fast-paced environment and balances operational rigor with strategic vision, embodying accountability, resilience, and connection.

Qualifications

• 2–3+ years of people leadership experience developing high-performing teams.
• Strong understanding of Talent Technology modules (Recruitment, Performance, Compensation, Succession Planning).
• Experience in financial reporting, forecasting, and business operations management.

Responsibilities

• Lead, coach, and develop a team of Talent Activation Specialists to meet productivity and client satisfaction goals.
• Oversee activation of Talent Technology modules and ensure alignment with client objectives.
• Partner with internal stakeholders to improve the client experience and internal understanding of Talent Activation.
• Own operational excellence by optimizing capacity, workflows, and processes.
• Oversee financial forecasting, billing reconciliation, and reporting to leadership.
• Manage case queues, escalations, and service metrics to meet SLA targets.
• Foster accountability, learning, collaboration, and a find the yes culture.
• Manage vendor relationships for Talent Technology partnerships.
• Monitor KPIs and performance data to inform decisions and ensure sustainability.
• Champion rebranding and refreshing in-service consulting offerings.

Skills

People leadership

Talent technology modules

Financial reporting

Tools

WFN Talent Technology

Job description

ADP is hiring a Senior Manager – Client Service to lead a high-performing team of Talent Activation Specialists responsible for implementing and optimizing Talent Technology solutions - including Recruitment, Performance, Compensation, and Succession Planning modules - aligned to client business needs. This leader drives operational excellence, client satisfaction, and team development while ensuring the delivery of best practice talent consulting and scalable, high-quality service.

This role requires a hands-on, business-minded leader who thrives in a fast-paced environment, can balance operational rigor with strategic vision, and embodies the team’s core values of Accountability, Resilience, and Connection.

• Do you thrive in a results-driven and dynamic atmosphere where client success, achievement, collaboration, and agility are recognized and highly valued?
• Are you looking for an opportunity to make a difference by using your communication, problem-solving, and project management skills to drive results for our clients?
• Are you looking for an inclusive environment with a culture of collaboration and belonging?

Key Responsibilities

• Lead, coach, and develop a team of Talent Activation Specialists to achieve productivity, quality, and client satisfaction goals.
• Oversee activation and support of Talent Technology modules (Recruitment, Performance, Compensation, Succession Planning), ensuring solutions align with client needs and business objectives.
• Serve as the primary leader of the Talent Activation team, managing in-service best practice consulting and continuous improvement initiatives.
• Partner with internal stakeholders across Implementation, Service, and Client Success to enhance the client experience and increase internal understanding of Talent Activation.
• Own operational excellence: optimize team capacity, workflows, and processes to deliver consistent, scalable, high-quality results.
• Oversee financial stewardship: reconcile billing, manage forecasting, and deliver timely, accurate financial reports to VP and GM leadership.
• Manage case queues, client escalations, and service metrics to meet tNPS, case age, and SLA targets.
• Drive a culture of accountability, learning, and collaboration that empowers associates to perform at their best.
• Manage vendor relationships for Talent Technology, ensuring strategic alignment and partnership outcomes.
• Monitor team KPIs, capacity planning, and performance data to inform decision-making and ensure operational sustainability.
• Champion the brand of the Talent Activation team — lead efforts to rebrand, refresh, and relaunch in-service best practice consulting offerings.
• Foster a positive, high-performance culture characterized by ownership, optimism, and a “find the yes” mindset.
• Ensure team readiness through proactive training, process adoption, and continuous improvement initiatives.
• Act as a trusted advisor and communicator with senior leadership, demonstrating strong business acumen, executive presence, and sound judgment.

TO SUCCEED IN THIS ROLE:Required Qualifications

• 2–3+ years of people leadership experience with a track record of developing and motivating high-performing teams.
• Strong understanding of WFN Talent Technology modules (Recruitment, Performance, Compensation, Succession Planning) or similar enterprise HR technology platforms.
• Demonstrated experience in financial reporting, forecasting, and business operations management.

Qualifications

Preferred Qualifications

• Proven ability to manage vendor relationships and drive strategic outcomes.
• Exceptional communication and presentation skills, with executive presence and influence.
• Highly organized, detail-oriented, and able to balance multiple priorities under pressure.
• Demonstrated ability to lead through change, inspire accountability, and foster resilience and connection within teams.
• Operates with high impact and low ego - someone others want to work with.

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