Senior Manager, Outsourced Payroll (ADP RUN)

Overview

This role provides overall leadership for an outsourced, recurring payroll service delivery group using either ADP RUN or ADP Workforce Now (WFN). The position is accountable for resolving complex client payroll escalations, leading and developing Account Managers and their teams, and ensuring consistent, high-quality service across a client portfolio.

Key success metrics include owning client satisfaction and retention, including a target renewal rate of 90% or better year over year, and driving expansion of existing client relationships through appropriate cross-selling of services.

Responsibilities

• Lead the ADP RUN or ADP Workforce Now (WFN) service delivery group

  • Own overall performance and day-to-day leadership of the assigned service line and its full client portfolio.
  • Establish operating priorities, service expectations, escalation protocols, and performance standards.
  • Resolve complex payroll escalations and client problems exceeding first- and second-level support, coordinating with internal specialists, ADP, and other partners as needed.
  • Monitor service delivery trends and implement scalable process improvements, controls, and quality standards.

• Own client satisfaction, retention, and relationship expansion

  • Maintain a 90% or better year-over-year client renewal rate for the assigned group.
  • Lead executive-level client conversations, recurring business reviews, and recovery plans for at-risk relationships.
  • Identify and pursue opportunities to expand existing relationships through additional services that align with client needs.
  • Ensure client feedback, service risks, and growth opportunities are documented, communicated, and acted upon.

• Lead, coach, and develop the management team

  • Directly manage at least two Account Managers, each supervising approximately 4–8 employees.
  • Set clear expectations, coach performance, support career development, and build succession and coverage plans.
  • Mentor Account Managers in client leadership, escalation management, workload planning, and team development.
  • Foster accountability, collaboration, continuous learning, and a consistently high standard of client service.

• Manage group capacity, financial performance, and operational health

  • Identify additional labor and resource needs based on client demand, implementation pipeline, service complexity, and workload.
  • Monitor account economics and take action to keep margins at firm-standard levels across the portfolio.
  • Evaluate scope, effort, staffing, and delivery risk; address out-of-scope work and recurring inefficiencies.
  • Use operating metrics to support staffing, prioritization, and process decisions.

• Support new and recurring business development

  • Lead or participate in new business and recurring business calls.
  • Develop pricing, scope assumptions, staffing models, and proposals in partnership with firm leadership and business development resources.
  • Support effective transition of sold work into implementation and ongoing service delivery.

• Maintain professional expertise and perform other duties as assigned

  • Maintain current knowledge of payroll practices, multi-state compliance, ADP RUN and/or ADP Workforce Now capabilities, and firm service offerings.
  • Participate in continuing education and share relevant knowledge with the team.
  • Perform other responsibilities consistent with the role.

Requirements

• Minimum of eight (8) years of experience leading, coaching, and mentoring teams, including direct management of people managers
• Bachelor’s degree required
• Certified Payroll Professional (CPP) certification required
• Advanced proficiency in ADP RUN and/or ADP Workforce Now (WFN), with the ability to lead complex payroll issue resolution
• Demonstrated leadership of a client service portfolio, including client retention, service recovery, recurring business reviews, and executive-level communication
• Proven ability to manage capacity, staffing, utilization, pricing, scope, and account margins in a professional services environment
• Experience identifying and advancing cross-service opportunities that expand existing client relationships
• Strong payroll knowledge, including multi-state processing, controls, compliance, reconciliations, and vendor coordination
• Excellent problem-solving, judgment, organization, project management, negotiation, and written and verbal communication skills
• Ability to translate operational and financial data into clear decisions, priorities, and action plans
• Advanced Microsoft Office skills, especially Excel; ability to learn and use firm and client systems
• Commitment to exceptional client service, quality, ethical conduct, continuous improvement, and timely execution

Compensation & Benefits

• Pay range: $70,300 to $169,900
• Compensation depends on relevant factors, including skills, experience, qualifications, professional certifications, work arrangements, geographic location, and other business and organizational needs.
• A compensation and benefits package is offered to eligible employees.

Location

Please discuss the work location status with the organization’s talent acquisition professional to understand the requirements for an opportunity you are exploring.