Customer Experience Manager, Payroll and Benefits

HiBob•,

20d•$140,000 - $170,000•Hybrid

About The Position

HiBob is seeking an enthusiastic Manager for its US CX payroll and benefits team. This role is a people leader within the Customer Experience organization, responsible for leading the delivery and operational execution of HiBob's US Payroll & Benefits support services during a pivotal phase of growth. For candidates based in the New York Metro Area, this is a hybrid role requiring 2 days per week in our NYC office. This role combines deep domain expertise in US payroll and benefits with strong operational leadership, ensuring service delivery is accurate, compliant, and scalable. The role is accountable for team performance, customer outcomes, and operational excellence, while also acting as a strategic partner to Product, Engineering, and Go-To-Market teams to shape and launch new services.

Requirements

10+ years of leadership experience in payroll, benefits, managed services, customer operations, or related functions, influencing business outcomes through operational excellence, strategic execution, and people leadership.
Comprehensive knowledge of payroll support operations, including case management, escalation frameworks, service delivery models, SLA management, quality assurance, and customer support best practices within a payroll environment.
Demonstrated ability to create a culture of accountability, ownership, and continuous improvement while maintaining high levels of employee engagement and performance.
Strong leadership presence with the ability to influence, challenge, and collaborate effectively with stakeholders at all levels of the organization.
Experience leading teams through periods of growth, transformation, ambiguity, and operational change.
Deep expertise in US payroll operations, including federal, state, and local payroll regulations, taxation, compliance requirements, and payroll best practices.
Strong understanding of US benefits administration and the interaction between payroll, benefits, and employee lifecycle processes.
Experience managing complex payroll scenarios, escalations, compliance risks, and customer-impacting issues within a fast-paced environment.
Ability to translate complex payroll and benefits concepts into clear business and customer-focused outcomes.
Ability to make sound decisions and maintain operational stability during high-pressure situations, incidents, and periods of uncertainty.
Strong executive communication and stakeholder management skills, with the ability to confidently represent Customer Experience perspectives in senior leadership discussions.
Demonstrated ability to influence priorities, drive alignment across teams, and balance customer needs with business objectives.
Experience contributing to service innovation, operational readiness, or the launch of new products, services, or customer offerings.

Responsibilities

Lead the operational delivery of HiBob's US Payroll Managed Services offering, ensuring customers receive a compliant, accurate, and exceptional payroll experience at scale.
Own the execution and continuous optimization of end-to-end payroll service delivery processes, driving consistency, efficiency, resilience, and operational excellence across the customer lifecycle.
Establish and govern operational performance frameworks, leveraging SLAs, KPIs, quality metrics, and workforce planning to drive accountability and measurable business outcomes.
Serve as the senior escalation point for complex, high-risk payroll matters, providing leadership and resolution for sensitive customer, compliance, and operational challenges.
Champion payroll compliance and operational integrity across all service delivery activities, ensuring adherence to federal, state, and local payroll regulations, tax requirements, and statutory obligations.
Proactively identify operational, compliance, and customer risks, implementing controls, governance, and mitigation strategies that protect both customers and the business.
Act as a trusted partner to senior stakeholders across Product, Engineering, Compliance, Customer Success, Revenue, and Customer Experience, ensuring customer needs, operational realities, and regulatory requirements are represented in business decision-making.
Influence the evolution of HiBob's payroll capabilities by providing operational expertise, customer insight, and market knowledge that inform product development, service enhancements, and strategic priorities.
Support Go-To-Market initiatives through payroll expertise, solution consultation, and operational guidance, helping position HiBob as a trusted payroll and benefits partner in the US market.
Act as an internal subject matter expert and advisor, elevating payroll knowledge, operational best practices, and customer-centric thinking across the wider organization.
Identify and implement process improvements to increase efficiency, reduce defects, and improve customer experience.
Foster a high-performance, accountable, and customer-centric team culture aligned with HiBob values.
Act as a voice of the customer internally, ensuring insights from CX inform product and service improvements.

Benefits

Equity in a global, high-growth HR tech SaaS leader
401(k) with a 3% company match effective the month following your start date
$2,500 employee referral bonus
Medical, dental, and vision coverage from day one
$1,920 annual wellness stipend to support your physical and mental wellbeing
Annual Headspace membership and expanded wellness benefits
Hybrid working model for Bobbers in the NY metro area
Temporary work from anywhere for up to 2 months per year (after 6 months)
Generous paid time off and company holidays to rest, recharge, and enjoy
Bob Balance Days – 4 additional days within a calendar year - Enjoy a company-wide long weekend at the beginning of each quarter
Your birthday off — plus a special gift from us
Home office allowance to set up your ideal workspace
Two paid Social Impact days each year to give back to causes you care about
Frequent team and company social events, both in-person and virtual