Customer Experience Manager, Payroll and Benefits

Job Description
About Us
HiBob helps modern, mid-size businesses transform the way they manage people, giving HR and managers all they need to connect, engage, develop, and retain top talent. Since 2015, we've achieved consecutive triple-digit year-over-year growth, all backed by our amazing team of Bobbers from across the globe, making us the choice HRIS of over 3500 midsize and multinational companies.
Our HR platform is intuitive, data-driven, and built for the way people work today: globally, remotely, and collaboratively.
Come and be you with us
Being a Bobber is all about being you. We want you to bring all parts of yourself to work, giving you the freedom and confidence to be the best you and do your best work. If that's bubbly, shy, precise, funny, bold, kind, honest, brilliant, or anything in between, we're waiting with open arms. Come join us.
Our team is growing as our customer base is expanding fast. We are looking to hire an enthusiastic Manager on our US CX payroll and benefits team. You will be a people leader within the Customer Experience organization, responsible for leading the delivery and operational execution of HiBob's US Payroll & Benefits support services during a pivotal phase of growth.
Note: For candidates based in the New York Metro Area, this is a hybrid role requiring 2 days per week in our NYC office. We love the energy, collaboration, and connection that come from working together in person-and we hope you do too!
Job Requirements
We want to hear from you if you have:

• 10+ years of leadership experience in payroll, benefits, managed services, customer operations, or related functions, influencing business outcomes through operational excellence, strategic execution, and people leadership.
• Comprehensive knowledge of payroll support operations, including case management, escalation frameworks, service delivery models, SLA management, quality assurance, and customer support best practices within a payroll environment.
• Demonstrated ability to create a culture of accountability, ownership, and continuous improvement while maintaining high levels of employee engagement and performance.
• Strong leadership presence with the ability to influence, challenge, and collaborate effectively with stakeholders at all levels of the organization.
• Experience leading teams through periods of growth, transformation, ambiguity, and operational change.
• Deep expertise in US payroll operations, including federal, state, and local payroll regulations, taxation, compliance requirements, and payroll best practices.
• Strong understanding of US benefits administration and the interaction between payroll, benefits, and employee lifecycle processes.
• Experience managing complex payroll scenarios, escalations, compliance risks, and customer-impacting issues within a fast-paced environment.
• Ability to translate complex payroll and benefits concepts into clear business and customer-focused outcomes
• Ability to make sound decisions and maintain operational stability during high-pressure situations, incidents, and periods of uncertainty.
• Strong executive communication and stakeholder management skills, with the ability to confidently represent Customer Experience perspectives in senior leadership discussions.
• Demonstrated ability to influence priorities, drive alignment across teams, and balance customer needs with business objectives.
• Experience contributing to service innovation, operational readiness, or the launch of new products, services, or customer offerings.
• Identify and implement process improvements to increase efficiency, reduce defects, and improve customer experience
• Foster a high-performance, accountable, and customer-centric team culture aligned with HiBob values
• Act as a voice of the customer internally, ensuring insights from CX inform product and service improvements

Job Responsibilities
This role combines deep domain expertise in US payroll and benefits with strong operational leadership, ensuring service delivery is accurate, compliant, and scalable. The role is accountable for team performance, customer outcomes, and operational excellence, while also acting as a strategic partner to Product, Engineering, and Go-To-Market teams to shape and launch new services.

• Lead the operational delivery of HiBob's US Payroll Managed Services offering, ensuring customers receive a compliant, accurate, and exceptional payroll experience at scale.
• Own the execution and continuous optimization of end-to-end payroll service delivery processes, driving consistency, efficiency, resilience, and operational excellence across the customer lifecycle.
• Comprehensive knowledge of payroll support operations, including case management, escalation frameworks, service delivery models, SLA management, quality assurance, and customer support best practices within a payroll environment.
• Establish and govern operational performance frameworks, leveraging SLAs, KPIs, quality metrics, and workforce planning to drive accountability and measurable business outcomes.
• Serve as the senior escalation point for complex, high-risk payroll matters, providing leadership and resolution for sensitive customer, compliance, and operational challenges.
• Champion payroll compliance and operational integrity across all service delivery activities, ensuring adherence to federal, state, and local payroll regulations, tax requirements, and statutory obligations.
• Proactively identify operational, compliance, and customer risks, implementing controls, governance, and mitigation strategies that protect both customers and the business.
• Act as a trusted partner to senior stakeholders across Product, Engineering, Compliance, Customer Success, Revenue, and Customer Experience, ensuring customer needs, operational realities, and regulatory requirements are represented in business decision-making.
• Influence the evolution of HiBob's payroll capabilities by providing operational expertise, customer insight, and market knowledge that inform product development, service enhancements, and strategic priorities.
• Support Go-To-Market initiatives through payroll expertise, solution consultation, and operational guidance, helping position HiBob as a trusted payroll and benefits partner in the US market
• Act as an internal subject matter expert and advisor, elevating payroll knowledge, operational best practices, and customer-centric thinking across the wider organization

Base salaries for this role range from $140,000 - $170,000 per year.
As an HR company, HiBob seeks to create a best-in-class employee experience for all Bobbers. We take immense pride in the diversity of our team and in creating an environment that is fair and equitable for all. Ensuring pay equity across race, gender, and all other forms of diversity is pivotal to this mission.
When determining salary ranges for our roles, we look at external market data and the salaries of Bobbers holding the same or similar roles. Our pay bands are wide because great candidates come to us with a broad range of experience and skill sets. When making individual pay rate decisions, we take into account the candidates' depth of experience, their qualifications relative to incumbent employees, and their location-among other factors.
Benefits
At HiBob, our people are at the heart of everything we do.
We're building a global village of ambitious, thoughtful, and talented Bobbers who want to do the best work of their careers. With a vibrant NYC office and remote teammates across the country, we've created an environment where people can be themselves, grow quickly, and make a real impact.
Joining HiBob means working alongside exceptional people while being supported with competitive compensation, comprehensive benefits, and pre-IPO equity , including the perks below.
Ownership & Financial

• Equity in a global, high-growth HR tech SaaS leader
• 401(k) with a 3% company match effective the month following your start date
• $2,500 employee referral bonus

Health & Wellbeing

• Medical, dental, and vision coverage from day one
• $1,920 annual wellness stipend to support your physical and mental wellbeing
• Annual Headspace membership and expanded wellness benefits

Workplace Flexibility

• Hybrid working model for Bobbers in the NY metro area
• Temporary work from anywhere for up to 2 months per year (after 6 months)

Work-Life Balance

• Generous paid time off and company holidays to rest, recharge, and enjoy
• Bob Balance Days - 4 additional days within a calendar year - Enjoy a company-wide long weekend at the beginning of each quarter
• Your birthday off - plus a special gift from us

Work From Home

• Home office allowance to set up your ideal workspace

Community & Culture

• Two paid Social Impact days each year to give back to causes you care about
• Frequent team and company social events , both in-person and virtual

Location Eligibility: While this is a remote position, HiBob is currently authorized to hire in the following states: CA. CO, CT, DC, FL, GA, IL, IN, KS, MA, MD, MN, NC, NH, NJ, NV, NY, OH, OK, OR, PA, RI, SC, TN, TX, UT, VA, WA. Candidates must reside in one of these states to be considered for employment.
Join HiBob and be part of a dynamic, people-centric organization where your impact will shape the future of work. Apply now and unleash your potential in a supportive, inclusive environment that celebrates your uniqueness.