Customer Experience Manager, Payroll and Benefits

### Customer Experience Manager, Payroll and Benefits **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!** ### 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 a…