Leadership, CX Benefits Operations

This Senior Leadership role will lead and scale our CX Benefits Operations teams to help make health and financial benefits accessible to millions of people while delivering a world-class experience. You’ll be directly responsible for key customer journeys and the experience of tens of thousands of small and medium Businesses, members, and their dependents on the Gusto platform. 

About Gusto

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 300,000 businesses nationwide.

Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That’s why we’re committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy.

This role is part of our cross-functional benefits business and part of our overall CX organization. Our benefits business does work that really matters - we are at the forefront of helping Small and Medium Businesses all across the country take care of their teams and helping employees and their families take care of their health. We’re one of the fastest and most innovative businesses in the benefits space, striving to positively influence the health and financial well-being of millions of businesses and hundreds of millions of employees across the country.

Here’s what you’ll do day-to-day:

• Build, develop, and lead high performing, operational teams committed to delivering excellence for our benefits customers. 
• Direct the daily operational workflows and journeys for our Benefits Operations with CX, including ensuring emerging technologies and enhanced workstreams are aligned with Gusto’s operational goals and business outcomes.  
• Drive performance excellence amongst the teams, translating to exceptional customer outcomes.
• Uses performance metrics and key business indicators to achieve (and over-achieve) our Benefits department goals, CX goals, and Gusto OKRs.  
• Works collaboratively and cross-functionally with all partners that drive benefits success; primarily Engineering, Product, Design, shared services teams, carriers and external vendors 
• Directly responsible for the service delivery model strategy and operational execution for key benefits customer journeys using first principles and critical thinking pathways.
• Leader of change management in planning and execution - leading from the front
• Fosters a culture of engagement, excitement to deliver customer-centric results, and empowerment for our Gusties to learn, develop, and do the best work of their lives. 
• Solicit regular internal and external customer feedback to lead continuous improvements to the customer and Gustie experience.
• Empower a team of senior managers (leaders of leaders)

Here’s what we're looking for:

• 10 years of people management experience in CX, operations, and/ or technology
• 5+ years leading other managers, setting strategic vision, and empowering high-performance teams
• Metrics and results driven leader
• BA/BS Degree in a related discipline or equivalent experience. 
• Ability to think globally and strategically, influencing change across multiple business units and functions
• Customer-first mentality and a first-principle-thinking approach to innovate in delivering world class customer experience
• Proven track record of delivering extremely high level of satisfaction across a customer base while also taking pride in driving operational efficiencies
• Thrives in a faced-paced environment with constant change and a rapidly growing team; is able to make measured, objective, data-driven decisions on a daily basis

Our cash compensation range for this role is $154,000 to $195,000/yr in Denver & most remote locations, and $182,000 to $230,000/yr in San Francisco & New York. Remote locations will vary based on our geographical pay approach. Final offer amounts are determined by multiple factors, including candidate location, experience and expertise, and may vary from the amounts listed above.

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home with us.

Our company is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Our company considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at [email protected].