Director, Tax Client Experience

ADP is hiring a Director, Client Experience. In ADP One Tax, The Director, Client Experience is responsible for building collaborative relationships and acting as the key liaison and relationship manager between One Tax and the ADP payroll business units. This includes but is not limited to developing strategy, representing One Tax in executing critical, strategic initiatives, enhancing the client experience, and leading other BPI projects.

The Director, Client Experience also engages as necessary with specific client escalations and business incidents and partners with other Tax groups through resolution.

In this role, you will drive and communicate the status of initiatives, challenges, tactics, and strategy to field leadership, the Business Unit Senior Leadership Team, and on occasion will provide BU updates to ADP Executive Committee. Additionally, assures that the voice of the client is represented in decision-making at all levels of the organization.

RESPONSIBILITIES:

• Partners internally and externally as the key liaison between One Tax and the payroll business units/clients
• Assures that the voice of the client is represented in decision-making at all levels of the organization
• Design and deliver updates and reporting to key functional groups and executives for identification and execution of required changes including the initiation of BPI initiatives
• Performs other related duties as assigned

Leadership & Talent Development

• Build, lead, and develop high-performing leaders and associates.
• Create clear career pathways and development opportunities that support organizational growth.
• Foster a culture of accountability, collaboration, innovation and continuous improvement.
• Provide coaching and guidance to leaders while building leadership bench strength.

Advisor/Partner Experience & Relationship Management

• Champion the advisor/partner experience across all scalable service models.
• Ensure support structures align with advisor/partner needs and evolving business demands.
• Partner with Sales and Relationship Management teams to proactively address service opportunities and risks.
• Utilize client and advisor feedback to inform service enhancements and operational improvements.

Cross-Functional Partnership & Innovation

• Collaborate with senior leaders across Service, Operations, Sales, Product, and Technology.
• Drive adoption of tools, reporting, and workflow enhancements that improve visibility and efficiency.
• Lead change management efforts associated with new programs, processes, and organizational initiatives.
• Identify innovative solutions that enable scalability while maintaining a high-quality service experience.

TO SUCCEED IN THIS ROLE: Required Qualifications

• We operate on a 3/2 day hybrid work arrangement. 3 days in office (San Dimas) and 2 days at home.
• 8+ years of experience in Tax and Payroll with customer/client-centric or customer/client advocacy positions/leadership managing client facing associates or teams

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 where leadership, adaptability, organization, and problem-solving skills contributed to team and operational success.