Manager, HR Services

Please Note: This is a Utah-based hybrid position which will require some regular in-office days each week. Additionally, employment with BambooHR is contingent on passing both a background and credit check. 

AI at BambooHR
At BambooHR, we’re all about setting people free to do great work, and we believe AI is a powerful partner in that mission. We’re leaning into intelligent tools to streamline our workflows, giving us more time for high-impact innovation. We look for curious, forward-thinking people who are ready to explore how AI can elevate their work and help us reimagine the future of HR.

Essential Job Duties

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.

What You Need to Get the Job Done

• 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.

What Will Make Us REALLY Love You 

• 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 proce