Senior Manager of Payroll Experience (Hybrid)

Homebase•Houston, TX

1d•Hybrid

About The Position

At Homebase, we’ve removed the "Hidden Tax" of small business ownership for millions, making hourly workforce management simple and stress-free. Our platform eliminates complexity, wasted time, unnecessary costs, and, most importantly, removes needless anxiety. We act as a compliance shield, securing important documentation and letting business owners focus on what matters most: their business and their people. We are looking for a Senior Manager of Payroll Experience to lead the Payroll Care Team — our Tier 1 Payroll Support, Tier 2 Advanced Payroll Support, and Tax Operations functions — and serve as the senior payroll voice inside Homebase. This role is unique as the Payroll Care Team is expected to have deep expertise in the Homebase Payroll product and in payroll mechanics generally, while also maintaining fluency across our broader product lines. You’ll own the path that turns strong generalists into payroll specialists, and you’ll set the bar for what “great” looks like. This is also a builder’s seat. You’ll have real agency to shape the training curriculum, the AI-powered support stack, and the prioritized voice-of-the-payroll-customer feedback loop into Product and Engineering. If you love building and leading high-performing teams, solving complex payroll challenges, and re-engineering systems with AI, we want to hear from you. Being a leader with high energy and commitment to build with our customer at the center of everything we do is essential.

Requirements

8+ years of experience in customer support, payroll operations, or a related domain
4+ years of experience managing frontline and/or tiered support teams
Deep expertise in multi-state payroll, tax operations, and compliance — you’ve been the person others come to with hard payroll questions.
Track record of building training programs or knowledge systems that scaled a team’s capability.
Experience scaling support operations in a high-growth or SaaS environment
Proven ability to improve metrics like CSAT, resolution time, and quality
Demonstrated ability to retool workflows using AI or automation tools
Strong cross-functional collaboration skills
Comfortable operating in a fast-paced, high-ownership environment
Lead the adoption of AI tools to improve team productivity, quality, and speed
Identify and implement AI-enabled workflow improvements per quarter
Coach team members on using AI for troubleshooting, documentation, and customer communication

Nice To Haves

CPP (Certified Payroll Professional), FPC, or equivalent payroll credential strongly preferred.

Responsibilities

Lead, coach, and grow a multi-tier team — Tier 1, Tier 2, and Tax Operations — accountable for the end-to-end payroll customer experience: accuracy, speed of resolution, and customer confidence during their most stressful moments (payroll runs, tax filings, year-end).
Own the talent pipeline from Core Experience into Payroll Experience. Define the bar, design the apprenticeship path, and help decide who’s ready to cross over.
Set the performance standard: define what “great” looks like for payroll support at Homebase and hold the team to it.
Serve as the company’s internal authority on payroll customer experience — the person leadership turns to when payroll feedback, escalations, or strategic questions surface.
Own the prioritized voice-of-the-payroll-customer feedback loop into Product and Engineering. You decide what’s noise and what’s signal, and you push hard on the signal.
Partner directly with Payroll Product and Engineering leadership on roadmap inputs, beta launches, and post-launch support readiness — with a real seat at the table, not a status update.
Invest in the payroll training curriculum end-to-end — content, certification, and ongoing enablement — for both new hires and Core Experience reps stepping into payroll.
Decide what reps need to know, when they’re ready to support customers independently, and how their knowledge stays current as the product and tax landscape evolve.
Ensure the internal knowledge base makes the team faster, more accurate, and less dependent on tribal knowledge.
Collaborate with the Experience Ops team to shift from reactive ticket handling to proactive, AI-augmented payroll support — deflection, assisted resolution, and intelligent routing.
Be the voice for AI tooling in payroll support: advocate for what we adopt, what we build, what we kill. Set quarterly AI workflow goals and deliver them.
Coach the team to use AI fluently for diagnostics, customer communication, and documentation — and raise the floor on what “good” looks like.
Own the operational rhythm: capacity planning, peak-period readiness (year-end, quarterly tax deadlines), and incident response when payroll issues hit customers.
Use data to spot patterns early — driver analysis, repeat-issue elimination, first-contact resolution — and act on them without waiting for permission.
Maintain a compliance-aware posture across the team.