Manager, HR Consulting Services

About the role

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

Essential Job Duties

• 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.

About Us

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.