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 process improvement frameworks (Lean, Six Sigma, or similar).
- Proven ability to develop senior-level talent and succession plans within service organizations.
What You'll Love About Us
- A Great Company Culture that has been recognized by multiple organizations like Inc, and Salt Lake Tribune
- 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
- Check out all our benefits that benefit you
About Us
At BambooHR, we're building something different: we're building a people intelligence platform that transforms HR and sets people free to do great work! We're a proven market leader driving innovation while building lasting success through thoughtful, sustainable growth. Here, you'll find a place that champions growth: both professional and personal, both individual and collective.
We invest in potential, giving you the space to stretch your capabilities and turn good ideas into reality while providing the safety net of a supportive, values-driven culture. Our approach combines meaningful work with meaningful lives, offering competitive benefits, professional development, and the flexibility to thrive both in and outside the office.
What sets us apart isn't just what we do, but how we do it: with openness, integrity, and a shared commitment to doing the right thing. Join us in creating HR software that makes work better for everyone, while we make work better for you.
BambooHR is committed to the full inclusion of all qualified individuals and will ensure that persons with disabilities are provided reasonable accommodations throughout the hiring process. If you would like to request accommodations, please let your recruiter know.
BambooHR is An Equal Opportunity Employer--M/F/D/V
Because our team members are trusted to handle sensitive information, we require all candidates that receive and accept employment offers to complete a background check before being hired.
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See our AI Guidelines for Candidates for details on how BambooHR uses AI in recruiting, how we expect candidates to use AI, and what is not allowed.