Customer Experience Manager, Payroll and Benefits (HRtech)

TL;DR

Customer Experience Manager, Payroll and Benefits (HRtech): Leading the operational delivery and execution of US payroll and benefits support services with an accent on operational excellence and strategic execution. Focus on scaling service delivery, managing complex compliance risks, and optimizing end-to-end payroll processes.

Location: Remote within specific US 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. Hybrid model for those in the NY metro area (2 days/week in NYC office).

Salary: $140,000 – $170,000 per year

Company

hirify.global is a global HR tech SaaS leader providing an intuitive, data-driven platform for mid-size businesses to manage their people.

What you will do

• Lead the operational delivery of US Payroll Managed Services to ensure a compliant and exceptional customer experience at scale.
• Optimize end-to-end payroll service delivery processes to drive consistency, efficiency, and operational resilience.
• Establish and govern operational performance frameworks using SLAs, KPIs, and quality metrics to drive measurable business outcomes.
• Serve as the senior escalation point for high-risk payroll matters, providing leadership for sensitive compliance and operational challenges.
• Collaborate with Product, Engineering, and GTM teams to shape and launch new payroll capabilities and services.
• Champion payroll compliance by ensuring strict adherence to federal, state, and local regulations and tax requirements.

Requirements

• 10+ years of leadership experience in payroll, benefits, managed services, or customer operations.
• Deep expertise in US payroll operations, including federal, state, and local regulations and taxation.
• Proven ability to lead teams through periods of growth, transformation, and operational change.
• Strong executive communication skills and experience managing stakeholders at all levels of the organization.
• Must reside in one of the following authorized US 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.
• Strong understanding of US benefits administration and the interaction between payroll and the employee lifecycle.

Culture & Benefits

• Comprehensive medical, dental, and vision coverage available from day one.
• 401(k) plan with a 3% company match.
• Annual $1,920 wellness stipend and Headspace membership.
• Workplace flexibility including remote options and temporary "work from anywhere" for up to 2 months per year.
• Generous PTO, "Bob Balance Days" (4 additional days per year), and your birthday off.
• Equity in a high-growth, pre-IPO HR tech SaaS company.