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 BambooHRAt 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. BambooHR Services is building an AI-forward operating model where operational innovation, adaptability, and AI-enabled workflows are core expectations. Employees are expected to actively leverage AI tools and evolving technologies to improve efficiency, decision-making, operational effectiveness, and customer outcomes while maintaining sound judgment and accountability. 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. 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 What You Need to Get the Job Done 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. What Will Make Us REALLY Love You 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. 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/VBecause 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. For information on California Privacy Policy, click here. Our process utilizes AI as an assistant to efficiently process and analyze candidate data. Recruiters and hiring managers maintain full oversight and accountability, ensuring that all final selection and rejection decisions are human-made and based solely on objective job qualifications. Please see our General Privacy Notice and California Privacy Notice for more details. 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.