KAYLA CHILDS
Portland,United States
Summary
Dynamic program management leader with a proven track record at ADP, excelling in implementation planning and client engagement. Achieved over $1M in retention performance while enhancing operational efficiency and fostering team collaboration. Skilled in data analysis and passionate about driving strategic initiatives that elevate workplace culture and client satisfaction.
Overview
12
12
years of professional experience
Work History
Director, Program Management
ADP
Portland, Oregon
09.2025 - Current
- Collaborated with cross-functional teams to align departmental goals with organizational objectives, resulting in improved project outcomes.
- Formulated strategic plans that optimized operations and streamlined processes, enhancing overall effectiveness.
- Analyzed market trends to inform decision-making and drive business growth strategies.
- Led initiatives that enhanced employee engagement and fostered a positive workplace culture.
- Recruited, trained, and mentored staff, strengthening team capabilities and performance.
- Facilitated training programs to enhance staff skills and support professional development.
DIRECTOR OF CLIENT SERVICES AND LOYALTY
ADP
11.2023 - Current
- Achieved over $1M in favorable retention performance for FY25 by implementing proactive retention strategies.
- Improved YoY client quality scores by 20+ points through coaching, process alignment, and strategic engagement.
- Developed 13 client service teams for ADP's newest HCM platform, enhancing service excellence and boosting client satisfaction.
- Managed co-located operations across four locations, ensuring cohesive service delivery and maintaining consistent service standards.
- Designed and executed process improvements that strengthened internal partnerships, facilitating growth of client base.
DIRECTOR OF IMPLEMENTATION
ADP
02.2022 - 11.2023
- Responded to escalated client Human Capital Management inquiries and managed critical accounts to maintain high service levels.
- Coached team members in problem resolution and project management strategies, balancing multiple implementations simultaneously to enhance client satisfaction.
- Guided team members in implementing best practices for project tasks. to ensure all steps of the Quality Implementation process are followed.
- Developed internal relationships with Sales, Service, and Shared Services to ensure seamless client processes and maximize internal service productivity.
- Conduct benchmarking exercises to measure the team's efficiency and effectiveness.
- Participate in budget development and manage costs to those budgets, achieved 120%+ of Forecast throughout FY21.
- Team ranked #1 for FY21 and Q1 FY22, driving highest business unit team engagement scores consistently averaging at a 92% fully engaged.
SR. IMPLEMENTATION TEAM MANAGER
ADP
09.2021 - 02.2022
- Coached team members in problem resolution, client handling, and project management, enabling successful balance of multiple implementations.
- Trained team members on all steps of Quality Implementation process, ensuring adherence and consistency.
- Respond to escalated client Human Capital Management questions or issues and manage critical accounts.
- Developed relationships with Sales, Service, and Shared Services to streamline client processes and improve IS productivity.
- Conduct benchmarking exercises to measure the team's efficiency and effectiveness.
- Participated in budget development and managed costs to meet budgets, achieving 120%+ of forecast for FY21.
- Team ranked #1 for FY21 and Q1 FY22, driving highest business unit team engagement scores consistently averaging at a 92% fully engaged.
IMPLEMENTATION TECHNICAL LEADER
ADP
06.2018 - 09.2021
- Served as Subject Matter Expert for Human Capital Management Consultants' module implementations, ensuring effective knowledge transfer and support for successful project execution.
- Provided tier 2 support to implementers, resolving technical issues and streamlining research processes to enhance overall implementation efficiency.
- Redesigned new hire onboarding and training experience to facilitate smoother integration for 35+ new hires.
PROJECT LEADER
ADP
02.2019 - 08.2020
- Acted as a subject matter expert on implementation processes and procedures for VP and DVP level decision making.
- Conducted trend analysis on productivity and client relationship scores for monthly presentations to inform VP and DVP decisions.
- Led daily team activities to achieve deadlines while ensuring quality and alignment with organizational goals, reporting to division VP.
- Acted as the primary contact for service center operations and coordinated product releases and NPS results using Medallion and Tableau.
- Train and mentor up to 20 new hire team members at a time to identify development needs.
- Redesigned business unit organizational structure to align with needs of associates and clients.
HUMAN CAPITAL MANAGEMENT CONSULTANT I, II AND III
ADP
05.2014 - 06.2018
- Subject Matter Expert in areas of HR, Benefits, ACA, Recruitment, Performance, Comp Mgmt. & Onboarding processes.
- Analyzed client data and systems to develop tailored recommendations that addressed specific business and employee needs.
- Manage all aspects of project from initial sales order to transitioning to service through analysis and implementation of all client purchases.
- Supported over 30 clients simultaneously with tailored solutions for short and long-term business needs.
- Consulted clients on strategic approaches to maximize the value of their purchased ADP Solutions.
- Engaged team members and resources to deliver optimal solutions for client backlog exceeding 30 accounts.
- Built strong relationships with clients while exceeding all desired forecasts by more than 200% of plan each quarter.
- Recognized as top performer in FY'16 for outstanding contributions to team success.
- Notable Achievements: -Top 10% first two consecutive quarters in role before promotion to level II consultant.
Education
BACHELOR OF SCIENCE - ECONOMICS
Florida Gulf Coast University
Fort MyersHIGH SCHOOL DIPLOMA -
American International School
Abu DhabiSkills
- Program management
- Strategy implementation
- Change management
- Stakeholder management
- Process improvement
- Data analysis
- Root cause analysis
- SaaS and HR technology
- Client relations and customer engagement
Timeline
Director, Program Management
ADP
09.2025 - Current
DIRECTOR OF CLIENT SERVICES AND LOYALTY
ADP
11.2023 - Current
DIRECTOR OF IMPLEMENTATION
ADP
02.2022 - 11.2023
SR. IMPLEMENTATION TEAM MANAGER
ADP
09.2021 - 02.2022
PROJECT LEADER
ADP
02.2019 - 08.2020
IMPLEMENTATION TECHNICAL LEADER
ADP
06.2018 - 09.2021
HUMAN CAPITAL MANAGEMENT CONSULTANT I, II AND III
ADP
05.2014 - 06.2018
BACHELOR OF SCIENCE - ECONOMICS
Florida Gulf Coast University
HIGH SCHOOL DIPLOMA -
American International School