Manager, HR Services
About The Position
We’re looking for a strategic and operationally strong leader to oversee multiple specialized HR Services functions within Customer Experience (CX). This role is responsible for ensuring high-quality execution across payroll custom reporting, professional services fulfillment, and technical support initiatives while driving operational excellence and protecting the BambooHR client experience. You will: Lead and Develop High-Performing Teams: Oversee Payroll Custom Reporting, Professional Services Fulfillment, and Technical Specialist teams, fostering a culture aligned with BambooHR’s Core Values and CX service standards. Drive Operational Excellence: Identify efficiency gaps, streamline workflows, and implement scalable processes that support growth, increase utilization, and improve client retention. Protect the Client Experience: Manage and de-escalate complex situations with clients and internal teams. Collaborate with Payroll, Product, Engineering, and CX teams. Make sure that issues are resolved thoughtfully, on time, and successfully. Own Performance Metrics: Establish and track key performance indicators. These indicators include quality, timeliness, accuracy, utilization, and client satisfaction. This tracking will help promote accountability and support ongoing improvement. Develop Leaders and Experts: Coach and mentor direct reports, including senior-level talent, through regular feedback, performance conversations, and career growth planning. Strengthen Cross-Functional Partnerships: Collaborate closely with internal stakeholders to improve service delivery models, influence roadmap priorities, and ensure operational alignment. Champion Compliance and Data Integrity: Ensure adherence to data privacy standards, internal controls, and best practices to maintain client trust and operational excellence.
Requirements
- 3-5 years of progressive experience in HR, Payroll, Customer Experience, or Professional Services, with at least 2+ years in a people leadership role.
- Proficient working knowledge of BambooHR Payroll, custom reporting structures (including general ledger reporting and file feeds), and client data workflows.
- Comprehensive knowledge of the end-to-end customer journey within a SaaS environment.
- Experience managing escalations and complex client scenarios with professionalism and strategic thinking.
- Demonstrated ability to build, track, and improve operational metrics and team performance.
- Proficiency in Microsoft Excel, Google Suite, Salesforce (including Service Cloud), Back Office, and related internal systems.
- Proficient analytical and problem-solving skills, with the ability to leverage data to inform decisions and process improvements.
- Great communication and interpersonal skills, with the ability to influence cross-functional partners and senior stakeholders.
- Ability to manage multiple priorities in a dynamic, growth-oriented environment.
Nice To Haves
- Deep expertise in payroll operations and reporting structures within BambooHR.
- Experience scaling service or fulfillment teams in a high-growth SaaS environment.
- Well-developed business acumen with a demonstrated ability to connect operational improvements to revenue and retention outcomes.
- Experience implementing process improvement frameworks (Lean, Six Sigma, or similar).
- Proven ability to develop senior-level talent and succession plans within service organizations.
Responsibilities
- Lead and Develop High-Performing Teams
- Drive Operational Excellence
- Protect the Client Experience
- Own Performance Metrics
- Develop Leaders and Experts
- Strengthen Cross-Functional Partnerships
- Champion Compliance and Data Integrity
Benefits
- A Great Company Culture that has been recognized by multiple organizations like Inc, and Salt Lake Tribune
- Comprehensive health, life, and disability insurance
- Generous leave policies that include 4 weeks of vacation, 12 company holidays, parental leave, and volunteer time off so you can enjoy quality of life
- 401k plans with up to 6% company match
- $2000 Paid-Paid Vacation bonus
- EAP through Headspace
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
