CGWS - COME GROW WITH US

Senior Director, Outsourced Services

CGWS - COME GROW WITH US

full-time

Posted on:

Location Type: Hybrid

Location: Utah • Utah • United States

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Job Level

Senior

Tech Stack

C++GoPMP

About the role

  • 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.
  • 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.
  • 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.
  • 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.
  • 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.

Requirements

  • 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.
Benefits
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
P&L managementforecastingpricingpackagingcapacity modelingutilizationchange managementdashboardsSOW standardsgovernance
Soft Skills
leadershipcross-functional influencecommunicationstrategic thinkingcollaborationproblem-solvingdata analysiscustomer enablementcontinuous improvementnarrative crafting
Certifications
SHRM-SCPSPHRCPPCEBSPMP