Strategic Client Services Director — Hybrid

ADP, Inc.; Virginia (MN); Hybrid; USD 132,000 - 246,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life Insurance

Retirement match

Volunteer time off

Job summary

ADP is seeking a Senior Director, Client Service for Lyric HCM within the National Accounts Service organization. The role directs a matrix-managed team to drive client success, satisfaction, and ongoing service enhancements across multiple locations in the US.

You will partner with Implementation, GPT, and other internal teams to maximize client value, maintain high NPS, and foster a culture of inclusion and collaboration. This hybrid role reports to the VP/GM of Client Services, Lyric HCM.

Qualifications

• 12+ years of experience in a related management capacity in a high-performance service environment.
• At least 8 years of people leadership experience.
• Experience with matrix management and oversight of professional teams.
• Strong leadership, collaboration, and business judgment skills.
• Travel required: 25%.

Responsibilities

• Define and implement the overall servicing strategy for the assigned book of business.
• Improve availability and resolution of client inquiries; monitor client satisfaction metrics.
• Manage budgets, set goals, and drive incentives and processes to improve service delivery.
• Lead a virtual, matrix-managed service organization to achieve client retention and satisfaction.
• Collaborate with Sales, Implementation, Product, and other teams to ensure cross-functional alignment.

Skills

Leadership

People management

Budgeting

Strategic planning

Communication

Problem-solving

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

ADP is seeking a Senior Director, Client Service for Lyric HCM within the National Accounts Service organization. The role directs a matrix-managed team to drive client success, satisfaction, and ongoing service enhancements across multiple locations in the US.

You will partner with Implementation, GPT, and other internal teams to maximize client value, maintain high NPS, and foster a culture of inclusion and collaboration. This hybrid role reports to the VP/GM of Client Services, Lyric HCM.