Senior Director, Outsourced Services

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. 

Essential Job Duties

At BambooHR, we set people free to do meaningful work. We’re passionate about empowering HR professionals to be more strategic and impactful, and our software is designed to help organizations manage their most important asset—their people. We’re proud of the culture we’re building and the customers we serve, and we’re looking for a dynamic senior leader to help expand a modern services portfolio that accelerates customer outcomes.

BambooHR Services helps customers get results faster—from first go-live to day-to-day excellence—by pairing repeatable packages with ongoing guidance and enablement. We’re expanding across five service lines—HR Services, Payroll Services, Technology Services, Benefits Administration, and Talent Acquisition—to help clients configure BambooHR to fit their business, move and structure data, stand up key workflows, train admins and managers, and continuously optimize their people operations and connected tools. To that end, we are seeking an entrepreneurial Senior Director to be a key leader in a new, high-growth Services organization. Reporting to the CCO, you will have the opportunity to drive the execution, build, and scale of a multi-million dollar services P&L. Your mission is to operationalize a modern portfolio of managed services offerings that accelerates customer value, drives a significant new revenue stream, and solidifies BambooHR's leadership in the SMB market.

You will:

Strategy & P&L Leadership:

• Drive Services P&L Execution: Manage annual/quarterly planning, forecasting, pricing & packaging, and support investment cases for your organization.
• Execute the Growth Strategy: Execute the multi-year growth strategy for our core service lines, driving a high-growth P&L aligned with the core BambooHR product roadmap.
• Manage the Service Catalog: Manage and evolve the complete service catalog (packages, rate cards, SLAs, scoping guides) and support the commercialization motion with Sales, Marketing, and Finance.
• Develop Your Leadership Team: Build and develop a world-class team of managers and individual contributors capable of scaling implementation, advisory, and managed services.

Service Portfolio & Customer Value:

• Compress Time-to-Value: Standardize and scale implementation playbooks to dramatically compress Time-to-First-Value (TTV) and Time-to-Go-Live (TTGL).
• Incubate & Scale Managed Services: Rapidly incubate, commercialize, and scale a full suite of managed services, developing the optimal pricing and packaging (e.g., retainers, PEPM subscriptions, hybrid models) for each service line.
• Be a Key Liaison: Establish senior sponsorship with strategic customers and act as a primary escalation point for complex, high-impact deliveries.
• Drive Customer Self-Sufficiency: Elevate customer enablement by expanding admin/manager education and change-management programs.

Operational & Delivery Excellence:

• Run a Metrics-Driven Business: Own the full operational rhythm, including capacity modeling, utilization, staffing mix (FTE/contractor/partner), backlog health, delivery quality, and (with Finance) DSO.
• Install Repeatable Mechanisms: Install the tools, processes, and QA for repeatable delivery (knowledge base, runbooks, dashboards, VOC loops) and drive a culture of continuous improvement.
• Guard Scope & Risk: Guard scope and manage risk with crisp SOW standards, rigorous intake processes, and clear delivery handoffs across all service lines.

Commercial & Cross-Functional Partnership:

• Align with G&A: Collaborate with Finance on unit economics, forecasting, and gross margin improvement; with Legal on compliance guardrails; and with Security on data privacy.
• Close the Product Loop: Create tight feedback loops with Product, Support, and Success so services insights directly shape the product roadmap and self-service content.
• Partner with Sales: Co-own the services attach strategy with Sales, enabling the field with clear packaging, scoping guides, and pricing discipline. Review and support strategic deals.

Communication & Business Reporting:

• Provide succinct, data-rich updates to executive leadership on performance, risks, and investment trade-offs.
• Publish quarterly business reviews covering revenue, GM, attach, TTV, CSAT/NPS, cohort retention/renewal, and roadmap feedback.

How Success Will Be Measured:

• CSAT/NPS (services cohorts)
• Outsourcing services revenue growth (vs. plan)
• SLA/quality (on-time delivery, defect rate)
• Time-to-Value / Time-to-Go-Live

What You Need to Get the Job Done:

• Paid Services Leadership: Demonstrated experience in a senior leadership role within a paid services organization at an HRO company. You must have experience managing (or partnering to manage) a services P&L, including packaging, utilization, and revenue targets.
• Deep HR Domain Leadership: 8+ years experience across HR operations, HRIS, payroll, benefits, or shared services. You are credible with senior managers and frontline managers and have strong change-management chops.
• Commercial & Operating Acumen: Fluency in pricing/packaging, utilization & capacity models, forecasting, and unit economics. You live and breathe SOWs, rate cards, and governance.
• Execution at Altitude: You can craft a compelling narrative and install the ground-level mechanisms (dashboards, cadences, playbooks) that make results repeatable.
• Cross-functional Influence: You are a trusted and respected partner to Sales, Success, Product, Support, Finance, and Legal.
• Education: Bachelor’s degree required; Master’s (MBA or HR-related) preferred.
• Certifications (preferred, not required): SHRM-SCP/SPHR, CPP, CEBS, PMP.

What Will Make Us Love You:

• Deep Empathy for SMBs: You know how to build services that are valuable and accessible for small and medium-sized businesses, not just "enterprise-light."
• People-First Builder: You create psychological safety, set a crisp bar, and coach leaders to it. You hire for trajectory and develop for scale.
• Customer-Obsessed Storyteller: You translate messy customer problems into simple, compelling offers with measurable outcomes. You are clear, candid, and persuasive.
• Operator’s Intuition: You know when to templatize vs. customize, when to pull the fixed-fee vs. retainer lever, and how to keep scope clean without eroding customer trust.
• Change Leader: You align stakeholders, navigate ambiguity, and maintain momentum. You prefer building durable mechanisms over relying on heroics.
• Bias to Action & Data: You are comfortable making decisions with 70–80% of the data and adjusting quickly as new signals come in.

What You’ll Love About Us:

• A True Builder’s Brief: You get a green-field services motion inside a trusted, beloved brand, with significant ownership to craft the service catalog, operating system, and team culture.
• Meaningful Impact: Your work directly improves how thousands of SMBs run their HR—creating faster outcomes, fewer headaches, and happier, more productive teams.
• Leaders Who Like Leaders: You'll join a peer group that values mechanisms, metrics, and customer outcomes over theater or politics.
• 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/V
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