\nGusto is looking for an operations-oriented leader to help scale our benefits operations teams to help make health and financial benefits accessible to millions of people while delivering a world-class experience while also. Youโll be directly responsible for key customer journeys and the experience of tens of thousands of SMB, members, and dependents on the Gusto platform. \n\nAbout Gusto\n\nGusto 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 200,000 businesses nationwide.\n\nOur mission is to create a world where work empowers a better life, and it starts right here at Gusto. Thatโs why weโre committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy.\n\nThis role is part of our cross-functional benefits business and part of our CX organization. Our benefits business does work that really matters - we are at the forefront of helping SMBs all across the country take care of their teams and helping employees and their families take care of their health. Weโre 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 county.\n\nHereโs what youโll do day-to-day:\n\n\nBuild, develop, and lead a high performing, high standards, and high safety team, committed to delivering excellence for our benefits customers. \n\nLead the operational and strategic direction for our Benefits Operations with CX, including identifying emerging technologies and implementing systems to ensure operational excellence and in turn exceptional customer outcomes.\n\nHelp to meet or beat our benefits goals (satisfaction, growth, scale) and our CX goals (retention, referral, and upsell goals)\n\nWork cross-functionally with Engineering, Product, Design and shared services teams and externally with health insurers and vendors to deliver improvements to the Gustie and Customer experiences\n\nDirectly responsible for the service delivery model and operational execution for key benefits customer journeys\n\nLeader of change management in planning and execution - leading from the front\n\nFoster 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. \n\nSolicit regular internal and external customer feedback to lead continuous improvements to the customer and Gustie experience.\n\nEmpower a team of senior managers (leaders of leaders)\n\n\n\n\nHereโs what we're looking for:\n\n\n10 years of people management experience in CX, operations, or technology\n\n5+ years leading other managers, setting strategic vision, and empowering high-performance teams\n\nBA/BS Degree in a related discipline or equivalent experience. \n\nAbility to think globally and strategically, influencing change across multiple business units and functions\n\nCustomer-first mentality and a first-principle-thinking approach to innovate in delivering world class customer experience\n\nProven track record of delivering extremely high level of satisfaction across a customer base while also taking pride in driving operational efficiencies\n\nThrives 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\n\n\n\n\nWhat it is like to Work with Gusto\n\nOur cash compensation amount for this role is targeted at $119,000 - $190,000 in Denver & most remote locations. Final offer amounts are determined by multiple factors including candidate experience and expertise and may vary from the amounts listed above.\n\nOur 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 at Gusto.\n\nGusto 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. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is 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]. \n\n#Salary and compensation\n
No salary data published by company so we estimated salary based on similar jobs related to Senior, Executive, Ops and Medical jobs that are similar:\n\n
$75,000 — $122,500/year\n
\n\n#Benefits\n
๐ฐ 401(k)\n\n๐ Distributed team\n\nโฐ Async\n\n๐ค Vision insurance\n\n๐ฆท Dental insurance\n\n๐ Medical insurance\n\n๐ Unlimited vacation\n\n๐ Paid time off\n\n๐ 4 day workweek\n\n๐ฐ 401k matching\n\n๐ Company retreats\n\n๐ฌ Coworking budget\n\n๐ Learning budget\n\n๐ช Free gym membership\n\n๐ง Mental wellness budget\n\n๐ฅ Home office budget\n\n๐ฅง Pay in crypto\n\n๐ฅธ Pseudonymous\n\n๐ฐ Profit sharing\n\n๐ฐ Equity compensation\n\nโฌ๏ธ No whiteboard interview\n\n๐ No monitoring system\n\n๐ซ No politics at work\n\n๐
We hire old (and young)\n\n
\n\n#Location\nDenver, Colorado, United States