In this role as the Director, COS, you will provide strategic performance leadership, drive client retention and satisfaction, oversee business operations and cost management, and lead service delivery transformation initiatives. You will partner closely with clients and internal stakeholders to ensure payroll and HR service requirements are met while delivering a seamless client experience.
You will oversee service delivery teams, manage escalated client matters, lead operational reviews, monitor service level agreements, and drive continuous improvement initiatives. This role is responsible for supporting significant business growth while managing large client relationships and complex operational environments.
To thrive in this role, you will bring strong operational leadership, client relationship management expertise, and a passion for developing high-performing teams. You will serve as a trusted advisor to clients while ensuring operational excellence across the organization.
WHAT YOU'LL DO: Responsibilities
- Create an environment that supports corporate vision, goals, values, and transformation initiatives.
- Manage strategic client relationships and ensure service level agreements are achieved.
- Oversee payroll administration service delivery and coordination across multiple ADP business units.
- Develop and execute client retention strategies and customer service initiatives.
- Lead cross-functional partnerships to deliver a seamless service model.
- Identify and implement best practices that improve efficiency, performance, and compliance.
- Drive cost reductions improved operating margins, accuracy, and customer satisfaction.
- Provide solutions that align people, processes, and business performance.
- Lead workforce planning, development, retention, succession, and performance strategies.
- Manage budgeting, forecasting, profitability analysis, and operational reporting.
- Prepare and lead client operational reviews and performance discussions.
- Manage escalated issues and ensure timely resolution.
TO SUCCEED IN THIS ROLE: Requirements
- 4-7+ years of leadership experience managing large-scale service operations.
- Strong payroll, client service, or operations management background preferred.
- Excellent communication, presentation, negotiation, and facilitation skills.
- Ability to thrive in a fast-paced, high-demand environment and manage multiple priorities.
- Strong organizational, analytical, and relationship management skills.
A college degree is great but not required. What is more important is having the skills to do the job. Other acceptable experiences could include:- Experience noted above, OR
- Military experience (NCO+) where skills including teamwork, adaptability, organization, and follow-through will help you build team and client relationships, identify solutions, and achieve success. We value the discipline, commitment, and problem-solving abilities you developed and are excited to provide an environment where you can continue to make a meaningful impact.
BONUS POINTS FOR THESE: Preferred Qualifications
- Experience improving payroll business processes.
- Knowledge of automated time and attendance systems.
- ADP product and operational knowledge.
- Extensive payroll compliance and accounting experience.
- Experience leading matrixed organizations.
- Demonstrated customer service and continuous improvement expertise.
What are you waiting for?
Apply today! 
