TL;DR

Manager, HR Services: Overseeing multiple specialized HR Services functions within Customer Experience (CX) while driving operational excellence and protecting the BambooHR client experience. Focus on managing escalations, improving service delivery models, and ensuring adherence to data privacy standards.

Location: Hybrid (Utah)

Company

BambooHR is building a people intelligence platform that transforms HR and sets people free to do great work.

What you will do

  • Lead and develop high-performing teams, fostering a culture aligned with BambooHR’s Core Values and CX service standards.
  • Drive operational excellence by identifying efficiency gaps, streamlining workflows, and implementing scalable processes that support growth, increase utilization, and improve client retention.
  • Protect the client experience by managing and de-escalating complex situations with clients and internal teams.
  • Own performance metrics, establish and track key performance indicators including quality, timeliness, accuracy, utilization, and client satisfaction.
  • Develop leaders and experts by coaching and mentoring direct reports through regular feedback, performance conversations, and career growth planning.
  • Strengthen cross-functional partnerships by collaborating closely with internal stakeholders to improve service delivery models, influence roadmap priorities, and ensure operational alignment.

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, 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, Back Office, and related internal systems.

Nice to have

  • 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.

Culture & 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.