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Note: The job is a remote job and is open to candidates in USA. BambooHR is a company focused on transforming HR through innovative people intelligence solutions. They are seeking a strategic leader to oversee multiple specialized HR services functions, ensuring operational excellence and a superior customer experience while leveraging AI tools for efficiency.
Responsibilities
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
AI Fluency and Agility: Drive AI adoption across teams by modeling effective AI usage, identifying workflow improvements, encouraging experimentation, and helping teams continuously evolve alongside changing business needs
Skills
5+ years of experience in HR, HR consulting, professional services, customer experience, payroll operations, or related operational environments, including 2- 4+ years of people leadership experience
Experience leading customer-facing operational, consulting, or service delivery teams in fast-paced or scaling environments
Strong operational mindset with experience improving processes, managing KPIs, and driving accountability
Experience coaching and developing employees in customer-facing, consulting, or advisory environments
Strong communication, collaboration, and stakeholder management skills
Experience managing escalations and navigating complex customer scenarios with professionalism and sound judgment
Strong analytical and problem-solving skills with the ability to leverage data to drive operational improvements
Comfort operating in ambiguity and helping teams navigate growth and change
Proficiency with business systems and productivity tools such as Google Workspace, CRM systems, reporting tools, and operational platforms
Experience within HR consulting, HRO, PEO, payroll services, or HR technology environments
Experience supporting HR, payroll, or professional services functions in a SaaS organization
Familiarity with BambooHR Payroll, payroll reporting structures, or file feed workflows
Experience scaling service delivery or consulting teams in a high-growth environment
Strong business acumen with the ability to connect operational improvements to customer outcomes and retention
Experience implementing operational improvement frameworks (Lean, Six Sigma, or similar)
Experience leveraging AI tools to improve workflows, team productivity, or customer experience
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
Company Overview
BambooHR is a SaaS-based company providing subscription-based HR software for SMEs. It was founded in 2008, and is headquartered in Lindon, Utah, USA, with a workforce of 1001-5000 employees. Its website is http://www.BambooHR.com.
