Manager, HR Services

BambooHR • Utah | Hybrid, UT

8d • Hybrid

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. BambooHR Services is building an AI-forward operating model where operational innovation, adaptability, and AI-enabled workflows are core expectations. Employees are expected to actively leverage AI tools and evolving technologies to improve efficiency, decision-making, operational effectiveness, and customer outcomes while maintaining sound judgment and accountability.

Requirements

• 5+ years of experience in HR, HR consulting, professional services, customer experience, payroll operations, or related operational environments, including 2- 4+ years of people leadership experience.
• Experience leading customer-facing operational, consulting, or service delivery teams in fast-paced or scaling environments.
• Strong operational mindset with experience improving processes, managing KPIs, and driving accountability.
• Experience coaching and developing employees in customer-facing, consulting, or advisory environments.
• Strong communication, collaboration, and stakeholder management skills.
• Experience managing escalations and navigating complex customer scenarios with professionalism and sound judgment.
• Strong analytical and problem-solving skills with the ability to leverage data to drive operational improvements.
• Comfort operating in ambiguity and helping teams navigate growth and change.
• Proficiency with business systems and productivity tools such as Google Workspace, CRM systems, reporting tools, and operational platforms.

Nice To Haves

• Experience within HR consulting, HRO, PEO, payroll services, or HR technology environments.
• Experience supporting HR, payroll, or professional services functions in a SaaS organization.
• Familiarity with BambooHR Payroll, payroll reporting structures, or file feed workflows.
• Experience scaling service delivery or consulting teams in a high-growth environment.
• Strong business acumen with the ability to connect operational improvements to customer outcomes and retention.
• Experience implementing operational improvement frameworks (Lean, Six Sigma, or similar).
• Experience leveraging AI tools to improve workflows, team productivity, or customer experience.

Responsibilities

• 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.
• AI Fluency and Agility: Drive AI adoption across teams by modeling effective AI usage, identifying workflow improvements, encouraging experimentation, and helping teams continuously evolve alongside changing business needs

Benefits

• Comprehensive health, life, and disability insurance
• Generous leave policies that include 4 weeks of vacation, 12 company holidays, parental leave, and volunteer time off
• 401k plans with up to 6% company match
• $2000 Paid-Paid Vacation bonus
• EAP through Headspace

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed