Strategic Client Services Director - Elevate CX & Retention

ADP; Tempe (AZ); Hybrid; USD 170,000 - 250,000; Full time

Job summary

ADP is hiring a COS Sr. Director, Client Services for the National Accounts organization. You will lead several service teams, shape servicing strategy, and report to the Division Vice President, sitting on the SLT.

Your success is measured by client experience, NPS, retention, productivity and associate growth across the assigned market segment. This is a hybrid role (3 days in office, 2 days at home) in Alpharetta/ Augusta/ Tempe, AZ with ~5 direct reports.

Qualifications

• 12+ years in a related management capacity in a high-performance service/operational environment.
• Leader of Leaders experience.
• Interacts with C-suite; strong executive presence.
• Experience in matrix management and managing professionals.
• Proven mentoring and coaching ability; strong leadership & people skills.
• Analytical mindset with ability to leverage data for decisions.
• Excellent communication and business judgment.
• Travel ~20% as needed.

Responsibilities

• Supports and implements the overall strategy for servicing and supporting the assigned market segment.
• Drives client experience, NPS, retention, productivity and associate development.
• Partners with senior leaders to set goals, budgets, and incentive programs.
• Leads a virtual, matrix-managed organization to ensure client satisfaction and retention.
• Engages with C-suite clients and internal partners to deliver outcomes.
• Mentors direct reports and develops talent for growth.

Skills

Executive presence

Leadership

Matrix management

Financial acumen

Mentoring

Data-driven decisions

Client relations

Strategic thinking

Job description

ADP is hiring a COS Sr. Director, Client Services for the National Accounts organization. You will lead several service teams, shape servicing strategy, and report to the Division Vice President, sitting on the SLT.

Your success is measured by client experience, NPS, retention, productivity and associate growth across the assigned market segment. This is a hybrid role (3 days in office, 2 days at home) in Alpharetta/ Augusta/ Tempe, AZ with ~5 direct reports.