Sr. Customer Experience Manager - New York City, NY - $112K-$181K
$112k - $181kDirect Line Workforce Solutions
Sr. Customer Experience Manager | New York City, NY | Full-Time | $112,000-$181,000/year OTE
About the Company
A Series A AI-native employee management platform backed by $25M from Sound Ventures, Y Combinator, and the founders of Dropbox, Replit, OpenAI, and Cruise. The platform automates payroll, multi-state compliance, benefits, and IT using AI agents that navigate thousands of government portals and resolve compliance issues before they ever surface to a customer. Trusted by 1,000+ companies.
About the Role
This is the company's first Senior Customer Experience Manager — a greenfield leadership role where you will design the support function from scratch, set the standard, build the team, and own the outcome completely. You will handle the highest-stakes payroll and compliance escalations while building the systems, culture, and organizational structure that scale with the company.
What You Will Own
- Support org end-to-end: hiring, training, career pathing, SLAs, and team performance accountability
- Complex, high-stakes payroll and compliance issue resolution across product, engineering, tax, and benefits
- Systems, runbooks, SLA frameworks, and escalation playbooks
- Manager and team lead development and organizational scaling
- Root cause analysis on systemic issues in partnership with Product and Engineering
- Voice of the customer in leadership discussions and decision-making
Requirements
1. 5-8 years in support operations or customer-facing leadership with direct management experience
2. Deep payroll and HRIS domain knowledge: tax filing errors, multi-state compliance, garnishments
3. Experience managing managers or team leads and building support teams from scratch
4. Fintech, HRIS, or payroll platform background
5. Composed under pressure, data-fluent, and biased toward action
Nice-to-Have
- Familiarity with HRIS systems, QuickBooks, Xero, or payroll platforms
- Early-stage or high-growth company experience
- Track record owning implementation metrics end-to-end with specific numbers
Benefits
- OTE: $112,000-$181,000
- Competitive equity
No visa sponsorship available. In-person in New York City required.
$50k - $150k
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