Manager, Implementation SBS

ADP Small Business Services is hiring an Implementation Team Manager.

• Are you passionate about developing high-performing teams and creating exceptional client experiences?
• Do you enjoy coaching associates, managing complex implementation work, and helping organizations achieve operational excellence?
• Are you looking for an opportunity where you can combine leadership, client service, and operational expertise to make a meaningful impact?

If so, this may be the opportunity you've been searching for.

As an Implementation Team Manager, you will lead a team of implementation professionals responsible for delivering outstanding client experiences throughout the implementation journey. You will partner closely with leadership to drive operational excellence, support business objectives, develop talent, and ensure successful client outcomes.

In this role, you'll leverage your leadership, project management, and client service expertise to guide daily operations, remove obstacles, manage escalations, and create an environment where associates can thrive. Success requires strong communication skills, operational discipline, coaching capabilities, and a passion for developing people and delivering exceptional service.

What You'll Do

Here's what you can expect on a typical day:

Team Leadership & Talent Development

• Lead, motivate, and develop a team of implementation professionals focused on delivering exceptional client outcomes.
• Establish clear performance expectations and accountability measures aligned to business objectives.
• Coach associates through performance management, career development, and ongoing feedback.
• Conduct performance reviews, create development plans, and support succession planning efforts.
• Identify skill gaps and partner with leadership to coordinate training and development opportunities.
• Foster a culture of collaboration, engagement, accountability, and continuous improvement.

Operational Excellence & Service Delivery

• Lead daily team operations to ensure work is completed accurately, efficiently, and within established service-level commitments.
• Manage workloads, priorities, and resources to support business objectives and client needs.
• Monitor productivity, quality, and performance metrics to ensure organizational standards are achieved.
• Oversee the consistent execution of standard workflows, processes, and best practices.
• Ensure successful delivery during high-volume and critical business periods.

Client Experience & Escalation Management

• Serve as a trusted leader and escalation point for complex client and operational issues.
• Partner with associates, clients, and internal stakeholders to identify solutions and drive successful outcomes.
• Balance business needs and client expectations while maintaining a focus on service excellence.
• Build strong relationships with internal partners to ensure a seamless client experience.

Strategic Partnership & Business Support

• Serve as a consultant and business partner to leaders and teams across ADP.
• Collaborate with peers and stakeholders to identify and implement operational improvements.
• Participate in strategic initiatives, task forces, and cross-functional projects that support organizational goals.
• Contribute to the execution of business unit strategies and operational priorities.
• Support change management initiatives and drive adoption of new processes, programs, and technologies.

Performance & Workforce Management

• Analyze team performance, productivity, and operational trends to identify opportunities for improvement.
• Prepare and communicate performance reports and business insights to leadership.
• Assist with workforce planning activities, including scheduling, resource allocation, and succession planning.
• Support budget management and resource optimization efforts as needed.
• Drive accountability for key business metrics and performance outcomes.

Leadership Continuity

• Act as a backup to the Director by providing leadership, guidance, and decision-making support in their absence.
• Support organizational priorities and ensure continuity of operations during periods of change or transition.
• Partner with leadership to implement strategic initiatives and achieve business objectives.

TO SUCCEED IN THIS ROLE:

Required Qualifications

• 5+ years of client service, implementation, project management, or related experience.
• 3+ years of leadership experience with demonstrated success leading teams and developing talent.
• Experience managing operational workflows, performance metrics, and service delivery results.
• Proven ability to coach, develop, and motivate associates.
• Strong problem-solving, decision-making, and conflict-resolution skills.
• Experience managing escalated client or operational issues.
• Strong organizational skills with the ability to balance multiple priorities in a fast-paced environment.
• Excellent communication and relationship-management abilities.
• Demonstrated ability to build partnerships across multiple teams and functions.

A college degree is great but not required. What's more important is having the skills needed to perform successfully in this role.

Other acceptable experiences could include:

• Equivalent professional experience in Client Services, Implementation, Operations, Project Management, Customer Success, Business Operations, or a related field.
• Military experience. We recognize and appreciate the leadership, accountability, problem-solving, adaptability, and teamwork skills developed through military service and welcome those experiences in our organization.

BONUS POINTS FOR THESE:

• Experience leading implementation, client service, payroll, HCM, benefits, or retirement services teams.
• Prior leadership development or formal management training.
• Experience supporting workforce management, resource planning, or succession planning efforts.
• Advanced degree such as an MBA or related graduate education.
• CPP, FPC, or other relevant industry certifications.
• Strong knowledge of ADP products, services, policies, and operational processes.
• Experience leading organizational change initiatives and process improvement efforts.
• Strong Microsoft Office and business technology proficiency.

You'll Love Working Here Because You Can:

• Lead Great People. Develop and mentor talented associates while helping them achieve their professional goals.
• Drive Client Success. Play a critical role in delivering exceptional implementation experiences and business outcomes.
• Make an Impact. Influence operational performance, team effectiveness, and client satisfaction.
• Grow Your Career. Build leadership capabilities and prepare for future advancement opportunities.
• Collaborate Across ADP. Partner with leaders and teams throughout the organization to solve complex challenges.
• Join a culture that values inclusion, collaboration, innovation, and continuous growth.