Senior Director, Outsourced Services

BambooHR

9h•Hybrid

About The Position

At BambooHR, we set people free to do meaningful work. We’re passionate about empowering HR professionals to be more strategic and impactful, and our software is designed to help organizations manage their most important asset—their people. We’re proud of the culture we’re building and the customers we serve, and we’re looking for a dynamic senior leader to help expand a modern services portfolio that accelerates customer outcomes. BambooHR Services helps customers get results faster—from first go-live to day-to-day excellence—by pairing repeatable packages with ongoing guidance and enablement. We’re expanding across five service lines—HR Services, Payroll Services, Technology Services, Benefits Administration, and Talent Acquisition—to help clients configure BambooHR to fit their business, move and structure data, stand up key workflows, train admins and managers, and continuously optimize their people operations and connected tools. To that end, we are seeking an entrepreneurial Senior Director to be a key leader in a new, high-growth Services organization. Reporting to the CCO, you will have the opportunity to drive the execution, build, and scale of a multi-million dollar services P&L. Your mission is to operationalize a modern portfolio of managed services offerings that accelerates customer value, drives a significant new revenue stream, and solidifies BambooHR's leadership in the SMB market. You will: Strategy & P&L Leadership: Drive Services P&L Execution: Manage annual/quarterly planning, forecasting, pricing & packaging, and support investment cases for your organization. Execute the Growth Strategy: Execute the multi-year growth strategy for our core service lines, driving a high-growth P&L aligned with the core BambooHR product roadmap. Manage the Service Catalog: Manage and evolve the complete service catalog (packages, rate cards, SLAs, scoping guides) and support the commercialization motion with Sales, Marketing, and Finance. Develop Your Leadership Team: Build and develop a world-class team of managers and individual contributors capable of scaling implementation, advisory, and managed services. Service Portfolio & Customer Value: Compress Time-to-Value: Standardize and scale implementation playbooks to dramatically compress Time-to-First-Value (TTV) and Time-to-Go-Live (TTGL). Incubate & Scale Managed Services: Rapidly incubate, commercialize, and scale a full suite of managed services, developing the optimal pricing and packaging (e.g., retainers, PEPM subscriptions, hybrid models) for each service line. Be a Key Liaison: Establish senior sponsorship with strategic customers and act as a primary escalation point for complex, high-impact deliveries. Drive Customer Self-Sufficiency: Elevate customer enablement by expanding admin/manager education and change-management programs. Operational & Delivery Excellence: Run a Metrics-Driven Business: Own the full operational rhythm, including capacity modeling, utilization, staffing mix (FTE/contractor/partner), backlog health, delivery quality, and (with Finance) DSO. Install Repeatable Mechanisms: Install the tools, processes, and QA for repeatable delivery (knowledge base, runbooks, dashboards, VOC loops) and drive a culture of continuous improvement. Guard Scope & Risk: Guard scope and manage risk with crisp SOW standards, rigorous intake processes, and clear delivery handoffs across all service lines. Commercial & Cross-Functional Partnership: Align with G&A: Collaborate with Finance on unit economics, forecasting, and gross margin improvement; with Legal on compliance guardrails; and with Security on data privacy. Close the Product Loop: Create tight feedback loops with Product, Support, and Success so services insights directly shape the product roadmap and self-service content. Partner with Sales: Co-own the services attach strategy with Sales, enabling the field with clear packaging, scoping guides, and pricing discipline. Review and support strategic deals. Communication & Business Reporting: Provide succinct, data-rich updates to executive leadership on performance, risks, and investment trade-offs. Publish quarterly business reviews covering revenue, GM, attach, TTV, CSAT/NPS, cohort retention/renewal, and roadmap feedback.

Requirements

Paid Services Leadership: Demonstrated experience in a senior leadership role within a paid services organization at an HRO company. You must have experience managing (or partnering to manage) a services P&L, including packaging, utilization, and revenue targets.
Deep HR Domain Leadership: 8+ years experience across HR operations, HRIS, payroll, benefits, or shared services. You are credible with senior managers and frontline managers and have strong change-management chops.
Commercial & Operating Acumen: Fluency in pricing/packaging, utilization & capacity models, forecasting, and unit economics. You live and breathe SOWs, rate cards, and governance.
Execution at Altitude: You can craft a compelling narrative and install the ground-level mechanisms (dashboards, cadences, playbooks) that make results repeatable.
Cross-functional Influence: You are a trusted and respected partner to Sales, Success, Product, Support, Finance, and Legal.
Education: Bachelor’s degree required

Nice To Haves

Master’s (MBA or HR-related) preferred.
Certifications (preferred, not required): SHRM-SCP/SPHR, CPP, CEBS, PMP.

Responsibilities

Drive Services P&L Execution: Manage annual/quarterly planning, forecasting, pricing & packaging, and support investment cases for your organization.
Execute the Growth Strategy: Execute the multi-year growth strategy for our core service lines, driving a high-growth P&L aligned with the core BambooHR product roadmap.
Manage the Service Catalog: Manage and evolve the complete service catalog (packages, rate cards, SLAs, scoping guides) and support the commercialization motion with Sales, Marketing, and Finance.
Develop Your Leadership Team: Build and develop a world-class team of managers and individual contributors capable of scaling implementation, advisory, and managed services.
Compress Time-to-Value: Standardize and scale implementation playbooks to dramatically compress Time-to-First-Value (TTV) and Time-to-Go-Live (TTGL).
Incubate & Scale Managed Services: Rapidly incubate, commercialize, and scale a full suite of managed services, developing the optimal pricing and packaging (e.g., retainers, PEPM subscriptions, hybrid models) for each service line.
Be a Key Liaison: Establish senior sponsorship with strategic customers and act as a primary escalation point for complex, high-impact deliveries.
Drive Customer Self-Sufficiency: Elevate customer enablement by expanding admin/manager education and change-management programs.
Run a Metrics-Driven Business: Own the full operational rhythm, including capacity modeling, utilization, staffing mix (FTE/contractor/partner), backlog health, delivery quality, and (with Finance) DSO.
Install Repeatable Mechanisms: Install the tools, processes, and QA for repeatable delivery (knowledge base, runbooks, dashboards, VOC loops) and drive a culture of continuous improvement.
Guard Scope & Risk: Guard scope and manage risk with crisp SOW standards, rigorous intake processes, and clear delivery handoffs across all service lines.
Align with G&A: Collaborate with Finance on unit economics, forecasting, and gross margin improvement; with Legal on compliance guardrails; and with Security on data privacy.
Close the Product Loop: Create tight feedback loops with Product, Support, and Success so services insights directly shape the product roadmap and self-service content.
Partner with Sales: Co-own the services attach strategy with Sales, enabling the field with clear packaging, scoping guides, and pricing discipline. Review and support strategic deals.
Provide succinct, data-rich updates to executive leadership on performance, risks, and investment trade-offs.
Publish quarterly business reviews covering revenue, GM, attach, TTV, CSAT/NPS, cohort retention/renewal, and roadmap feedback.

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 so you can enjoy quality of life
401k plans with up to 6% company match
$2000 Paid-Paid Vacation bonus
EAP through Headspace

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