About the position

ADP is hiring a Director – Client Services and Product Support, Employment Tax! 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 technical abilities to drive results for our clients? Are you looking for an inclusive environment with a culture of collaboration and belonging? If so, this may be just the opportunity you've been searching for! As Director, Client Service, you will lead a team of managers who support ADP’s Employment Tax clients, set strategy, driving operational excellence, and fostering a culture of high performance. Your leadership directly shapes client satisfaction and ADP’s reputation in the market. You’ll leverage your vision, program management, and leadership skills to empower your management team and deliver results across the Employment Tax Service organization. Clear communication and a focus on talent development will set your teams, and clients, up for ongoing success. At ADP, we value agility, inclusion, and authentic connections. You’ll thrive here if you embrace change, enjoy a collaborative culture, and want to build both a career and lasting relationships. Ready to #MakeYourMark? Apply now! To learn more about Client Services at ADP, watch here: https://adp.careers/Client_Services_Videos [https://adp.careers/Client_Services_Videos]

Responsibilities

• Set and communicate the strategic vision for client service operations, ensuring alignment with business growth targets.
• Oversee daily operations through your management team, ensuring all client deliverables are met efficiently and at a high standard.
• Drive continuous improvement in service processes, client experience, and business outcomes.
• Foster a culture of innovation, accountability, and results across teams
• Lead, coach, and develop a team of managers, creating a pipeline of future leaders and driving high engagement.
• Champion inclusion, engagement, and a positive, productive work environment.
• Identify skill gaps and support leadership development, succession planning, and career growth for managers and their teams.
• Oversee hiring, onboarding, and performance management practices at the manager and associate levels.
• Establish and track talent development metrics to ensure continuous improvement.
• Serve as executive escalation point for high-impact client issues, ensuring timely and seamless resolution.
• Build strong relationships with internal partners (Sales, Product, Implementation, Compliance) and act as a consultant to other business units.
• Own NPS and client retention targets, partnering with managers to achieve year-over-year improvements.
• Advocate for the client voice in cross-functional partnerships and business decisions.
• Analyze business metrics to identify and execute high-impact opportunities for service improvement and efficiency.
• Ensure compliance with all payroll tax regulations and ADP policies.
• Manage budgets, forecasts, and resource allocation to achieve service performance and financial goals.
• Lead organizational projects, task forces, and strategic initiatives to advance the client service function.

Requirements

• 10+ years’ experience in a client service environment
• 8+ years in progressive management roles (strategic partnerships, cross-functional or sales leadership).
• Demonstrated ability to build and sustain high-impact relationships; experience in sales, technology, data, or financial services is a strong plus.
• Expertise in analyzing complex client performance data to diagnose issues and deliver actionable solutions.
• Exceptional communication and presentation skills; comfortable working in a matrixed, cross-functional environment.

Nice-to-haves

• MBA or advanced degree
• Experience with human capital management systems and/or HR, Payroll, or Payroll Tax product offerings.
• CPP or FPC certification

Benefits

• Be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights.
• Belong by joining one of nine Business Resource Groups where you can connect globally with networks and allies who share common interests and experiences.
• Grow your career in an agile, dynamic environment with plenty of opportunities to progress.
• Continuously learn through ongoing training, development, and mentorship opportunities.
• Be your healthiest. Best-in-class benefits start on Day 1 because healthy associates are happy ones.
• Focus on your mental health and well-being. We're here to provide exceptional service to our clients, and none of that happens without each of us taking care of ourselves and being there for one another.
• Join a company committed to giving back and generating a lasting, positive impact on the communities in which we work and live.
• Get paid to pay it forward. Company-paid time off for volunteering for causes you care about.