Customer Experience Manager, HiBob
Payroll and Benefits
$140-170k
+ Equity
More information about location
A modern HR platform powering productivity, engagement, and retention
Posted today
A modern HR platform powering productivity, engagement, and retention
1001+ employees
Posted today
$140-170k
+ Equity
More information about location
1001+ employees
Company mission
To create a modern work experience that empowers organisations to be remarkable.
Role
Who you are
- 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
What the job involves
- 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
- 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
- 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
Our take
Developing and maintaining talent is a big challenge for companies that are scaling quickly. Hibob are trying to be one of the solutions.
There are an increasing number of startups attracting huge amounts of investment and being pushed to scale their business fast, meaning the customer base for Hibob's services, whilst already large, is growing.
Hibob has attracted high-profile customers like Fulham FC, eToro, and Receipt Bank, which gives them great credibility for selling to other companies.
Hibob's acquisition of Cassiopeia - a Workplace Relationships Analytics Startup, will afford companies better insights to improve team communications and support flexible work models. Together, they wish to offer thousands of companies the tools they need to maximize the employee experience in our increasingly digital world.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 8 rounds)
Sep 2024
$150m
SERIES E
Sep 2023
$150m
LATE VC
Total funding: $715m
Company benefits
- Company share options plan
- Flexible hybrid working model
- Work from home allowance: to get your home office set up how you like it
- Volunteering days: Two days each year to support your community
- Employee referral program paying up to $2,500 for each successful referral
- Work from anywhere: Temporary remote work from anywhere in the world for up to two months (after six months of employment)
- Fun company and team social events (locally and virtually with our global teams)
- Bob Balance Days: A company-wide long weekend at the beginning of each quarter (four additional days of leave)
- Generous annual leave allowance
- Pension scheme or savings plan
- Birthday day off: Take the day off and receive a special gift
- Headspace subscription to help look after your mental health
- Private health coverage
Company values
- Bring me, win as we: When we come together as a global team, we can build something trailblazing. Every Bobber can show up as their authentic self, strengthening the connections in our village and having an exponential impact.
- Build the exceptional: Everyone contributes to building the exceptional at HiBob. We are leading the way in what a functional, flexible, and fun HR platform and mindset looks like.
- We do what we say: We are intentional and take pride in aligning our actions with our words. We deliver today on the promises we made yesterday. We actively use our product and seek to drive best practices.
- Trust and empower each other: Bobbers shine when those around them shine, too. We hire smart people who have the freedom to do their jobs in the best possible way.
- Interact with transparency and openness: Information is a resource to be shared, not a resource to be guarded.
- Grow through what we go through: We need to be agile and adapt. With every challenge and experience we go through, we learn, improve, and remain resilient.
Company HQ
London, UK
Articles
Leadership
Israel David
(Co-Founder & CTO)Previously SVP of Technology at Kenshoo, VP of IT Business Management at VMware, and VP/GM at 48Upper.
Ronni Zehavi
(Co-Founder & CEO)Previously co-founded Team8 and Cotendo. He also spent two years at Akamai Technologies as a Senior VP and GM of the Security Division.
People progressing
Joined HiBob in 2021 as SMB Customer Success Manager and grown to lead the Global SMB Account Manager team in the Customer Growth division, driving scalable growth and success with global customers.
Joined the CX team in 2018 and helped build the SMB CSM team as one of its first members. Has progressed through leadership roles and is now Head of SMB Customer Success, driving adoption & retention.
Joined as a Customer Success Manager in 2022 before moving to our Sales Engineering team after 18 months. Has since been promoted to Senior Sales Engineer, supporting our Partnerships team.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
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Diversity, Equity & Inclusion at HiBob
- Our success depends on our people, and we want HiBob to be a workplace where everyone can feel a sense of belonging and thrive. To achieve this, we are committed to being proactive at all levels, ensuring that our workforce reflects the communities in which we live, work, and hire. We are open to all talent. All qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class* (*US only).
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