G

Gusto

Runs payroll and HR software for small businesses

Workforce Management Analyst

Full-Time
$98.8k - $156k/yr+ Equity (RSUs)
Senior
San Francisco, CA, USA+4 moreMore locations: Scottsdale, AZ, USA | New York, NY, USA | Denver, CO, USA | Atlanta, GA, USA
HybridOffice-based employees are expected to work on-site approximately 2–3 days per week; coverage hours are between 6 a.m. and 6 p.m. Mountain Time.
Customer Experience & Support

About the job

Requirements
  • Seven to eight or more years of contact center workforce management experience spanning scheduling, intraday operations, and operational reporting.
  • Demonstrated ability to adopt and operationalize artificial intelligence tools in a workforce management or contact center context, including hands-on experience building automations such as alert systems, reporting pipelines, and workflow integrations.
  • Strong analytical and data visualization skills, with demonstrated experience building dashboards and interactive reporting tools to surface workforce management insights for operations and leadership.
  • Demonstrated experience with workforce management platforms and a track record of quickly learning and adopting new tools and technologies.
  • Ability to translate complex data into clear, actionable recommendations for stakeholders at all levels.
  • Demonstrated leadership and accountability, including setting standards, influencing outcomes, and driving results across a team.
  • Demonstrated track record of owning workforce management automation or tooling initiatives end to end.
  • Data analytics subject-matter expertise, including turning data into actionable insights that influence stakeholder and customer decisions, and hands-on system administration and configuration of workforce management and routing tools.
Responsibilities
  • Build and maintain optimized, multi-department schedules; manage time off and non-productive activities to achieve service-level targets across all contact channels.
  • Interpret automated performance signals and intraday data to make strategic staffing decisions, including queue-routing changes, skill adjustments, and escalations, to protect service levels and customer experience.
  • Facilitate daily and weekly performance reviews with operations leaders, identify root causes of variance such as volume, average handle time, and shrinkage, recommend corrective actions, and drive follow-through to improve staffing outcomes.
  • Manage queue and skill-routing changes, including agent reassignment and cross-training decisions, to align staffing with demand and maintain service-level achievement.
  • Design, build, and continuously improve workforce management automation, including intraday alert systems, push reports, dashboards, and workflow integrations, using artificial intelligence tools and scripting to scale team capacity, reduce manual effort, and advance workforce management capabilities.
  • Communicate verbally and in writing with internal stakeholders and external vendors to surface staffing impacts, propose mitigations, and deliver data-driven insights to leadership.
  • Participate in an on-call PagerDuty rotation to monitor and respond to real-time alerts, including system outages, service-level breaches, and routing failures, and ensure rapid escalation and resolution during off-hours incidents.
  • Serve as a system administrator for workforce management and routing tools, making and driving configuration and routing changes under the guidance of the administrator and systems teams, and operationalizing tooling and routing changes.
  • Provide leadership and accountability across the team by upholding team standards, taking ownership of outcomes, and driving work forward across scheduling and intraday operations.
  • Serve as a data analytics subject-matter expert by surfacing actionable data and influencing internal stakeholders and customers toward decisions that can be acted on.
Desired Qualifications
  • Familiarity with COPC, ICMI, and/or SWPP standards.

About the company

G

Gusto

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Gusto runs payroll, benefits administration, and HR software for small and midsize businesses that want to manage their teams in one place. Its payroll system calculates wages and taxes, files required forms, and connects employee hours with pay runs. Employers use the same platform to enroll workers in health insurance and retirement plans, manage time off, and organize hiring paperwork, while staff access paystubs through personal accounts. Businesses pay monthly subscription fees based on their plan and workforce size, with extra charges for selected services and faster payment options. Gusto was founded in 2011 and is headquartered in San Francisco, California.

Company Size

1,001-5,000

Company Stage

Series E

Total Funding

$706.2M

Headquarters

San Francisco, California

Founded

2011

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Simplify Jobs

Simplify's Take

What believers are saying

  • Gusto has broad customer reach: it reports serving more than 500,000 businesses nationwide.
  • Staff get time to recharge: Gusto's careers page lists sabbaticals alongside paid vacation and other leave.
  • Accountants have a reason to refer clients: Gusto's partner tiers share up to 20% of revenue.

What critics are saying

  • Revenue has limited contract protection: Gusto's core payroll plans run month to month and allow cancellation anytime.
  • Hub-based Gusto staff face office requirements: job postings specify roughly two to three days weekly, sometimes more.
  • Gusto's banking product relies on partners: nbkc bank supplies Wallet's spending accounts and banking services.

What makes Gusto unique

  • Gusto powers other software brands: Embedded runs payroll inside partners' apps while partners control the interface.
  • Switching from incumbents is easier: Gusto Pro imports employee details from ADP Run and QuickBooks payroll files.
  • Gusto connects paychecks to spending: Wallet debit cards are limited to employees paid through its payroll.

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Benefits

  • It's a marathon, not a sprint: Employees celebrating 5 or 10 years at Gusto enjoy a month-long sabbatical to travel and relax after all their hard work.
  • Meals and conversations: Free meals, snacks, and drinks to keep us fueled, but more importantly: they bring people together and foster community.
  • Wellness for every body: We're proud to offer inclusive health care such as hormone treatments, gender-affirming surgery, therapy, family planning, and more.
  • The time you need: Our flexible PTO policy means every employee is encouraged to take the time they need now to keep doing great work, long term.
  • Family-friendly benefits: Fertility treatments, primary and secondary parental leave, sleep coaching, house cleaning for new parents, and more.
  • Be well, be you: Get free, comprehensive medical, dental, and vision benefits, plus a monthly fitness stipend and mental health resources too.

Growth & Insights and Company News

Headcount

6 month growth

-5%

1 year growth

-1%

2 year growth

-4%
Small Business Trends
Oct 15th, 2026
Gusto unveils ChatGPT plugin to simplify payroll and compliance management.

Gusto unveils ChatGPT plugin to simplify payroll and compliance management. Small business owners constantly seek tools that simplify complex processes, and Gusto has just delivered an innovative solution with the launch of its new plugin for ChatGPT. This exciting development aims to empower businesses by streamlining payroll management and compliance, crucial areas that often pose challenges for small enterprises. With the Gusto plugin integrated into ChatGPT, owners can interact with an AI-powered platform that offers real-time assistance in handling payroll tasks. "The Gusto Plugin for ChatGPT allows small business owners to not only run payroll but also stay ahead of compliance," said Chris Cosgrove, highlighting the dual focus of the plugin on efficiency and regulatory adherence. The benefits are tangible. Small business owners can now ask ChatGPT questions about payroll processes, input data, and generate reports with ease. This can save precious time, allowing them to redirect their focus to core business activities. Additionally, the AI-driven insight helps ensure compliance with the ever-evolving tax laws and labor regulations that small businesses must navigate. Discover more Small business insurance Marketing 101 course Integrating technology into payroll can be a game-changer, particularly for businesses without dedicated HR teams. The Gusto integration is designed to make payroll processing more approachable, breaking down the complexities of payroll compliance. Just a simple prompt to ChatGPT can yield comprehensive guidance on topics ranging from tax deductions to employee classification. The real-world applications of this technology are extensive. A small retail shop, for instance, can manage payroll by querying ChatGPT on best practices, deadlines for filings, and local tax obligations. Meanwhile, a start-up might utilize the system to onboard employees more efficiently, ensuring that they comply with labor laws while minimizing administrative burdens. However, while the Gusto plugin offers many advantages, small business owners should consider potential challenges. Although AI can augment payroll processes, it is not a one-size-fits-all solution. Business owners need to ensure that they remain involved in decision-making and not rely solely on AI for critical compliance-related issues. Understanding the nuances of labor laws still requires human oversight, as AI may miss specific contexts in diverse jurisdictions. Furthermore, as with any new technology, there may be a learning curve. Owners and staff may need time to adapt to using the ChatGPT interface effectively, which could initially hinder productivity. Gusto provides support for this transition, yet the pace of learning will differ among team members. On the frontline of small business innovation, the Gusto plugin for ChatGPT signifies a step toward smarter, more efficient payroll management. As small business owners explore this tool, they have the potential to enhance their operational efficiency while navigating compliance complexities more effectively. Discover more Business startup guides Business funding resources Business management software As Cosgrove aptly states, the goal of the plugin is to "make taking care of your workforce easy," and with features designed to improve user experience, many small businesses may find their payroll processes becoming significantly more manageable. For further details on the Gusto Plugin for ChatGPT and how it can be of assistance to small businesses, visit Gusto's official announcement. With this innovative tool, owners can focus more on growing their businesses while managing their payroll obligations effectively. Image via Google Gemini

Small Business Trends
Oct 10th, 2026
Gusto enhances Claude connector to simplify Small Business management.

Gusto enhances Claude connector to simplify Small Business management. In an era where efficiency is paramount, Gusto has unveiled its enhanced connector for Claude, which aims to simplify payroll management for small business owners. This innovation is not just a step forward in streamlining administrative tasks; it's a leap toward integrating artificial intelligence into daily operations for those juggling multiple responsibilities. By leveraging AI tools, small business owners can now spend less time on routine administrative work and more on strategic initiatives that drive growth. The Gusto connector for Claude empowers small business owners to manage essential functions directly through conversational commands. Gusto's recent survey indicates a growing trend, with 44% of new businesses now incorporating AI into their daily operations - an increase from 21% just a year before. This shift demonstrates that small business owners are transitioning from experimentation to strategic integration of AI into their operations. With the upgraded connector, owners can easily manage payroll, timesheets, and personnel details all within a single conversation. By bringing context and actionable insights together, the connector enhances the ability of AI to understand the real state of a business and prepare the next steps based on specific needs. Discover more Business Operations Software Management Training Courses Small Business Trends For instance, small business owners can simply instruct the AI to perform tasks such as adding bonuses to payroll, updating employee hours, or pulling labor costs for budget sheets - all through natural language commands. Small business owner Alex Aukerman of Ox Asphalt shared his experience: "I use the Gusto connector for Claude to make more data-driven decisions for a small business like ours. By pulling timesheet data into Claude, I can see which crew was on which job and how long each job took, then feed that information back in to improve future scheduling. As a result, we're more efficient, our employees are happier and less overworked, and we feel far more confident making decisions based on real data instead of gut feeling." The Gusto connector not only automates and simplifies processes, but it also keeps business owners in control. All actions prepared by Claude, including hours, bonuses, deductions, and paid time off, require final approval from the owner before they are executed. This level of oversight ensures that business owners can maintain accountability while benefiting from improved efficiency. Looking beyond payroll, Gusto plans to expand the connector's capabilities to include full support for company setup, onboarding of employees and contractors, pay schedule configuration, and enhanced benefits visibility. These features signify Gusto's commitment to equipping small businesses with tools that can adapt to their evolving needs. However, while the benefits are evident, small business owners should consider potential challenges in adopting AI tools like the Gusto connector. For instance, while AI can streamline administrative tasks, it also requires a degree of user comfort and familiarity with conversational interfaces. Furthermore, data integrity and security will always be of paramount importance, and business owners must ensure that their data remains protected while using these innovative solutions. Discover more Open Biz Account Read Market News Small Businesses Despite these challenges, the potential for increased efficiency and profitability through the use of AI is substantial. As AI becomes an integral part of business management, the ability to harness its benefits can lead to improved employee satisfaction, better decision-making, and ultimately, business growth. In the fast-paced world of small business, tools like the Gusto connector for Claude are paving the way for more strategic management approaches. As owners embrace these advancements, they stand to gain a competitive edge by transforming how they operate - one conversation at a time. For more information about the Gusto connector for Claude, check out the official announcement at Gusto's press release here. Image via Google Gemini

PR Newswire
Oct 7th, 2026
Gusto unveils redesigned Pro platform with AI workflows and multi-client Model Context Protocol for accountants

Gusto announced major updates to its platform for accounting firms at its Gusto Next event. The company unveiled a redesigned Gusto Pro with AI-assisted workflows that automate payroll tasks, including extracting hours from emails and generating reports automatically. The platform now features Pro Gus, an AI assistant built for accountants. Gusto also launched a multi-client Model Context Protocol, allowing accountants to connect Gusto once and work across all clients from a single interface within their existing AI tools. Previously, accountants had to connect and disconnect for each client individually. The company expanded its Partner Program with Marketing Development Funds, Partner Development Funds, and AI agents to help firms acquire clients and grow advisory services. Starting mid-November 2026, revenue sharing will extend to 401(k) plans. Gusto serves over 500,000 small businesses and more than 23,000 accounting firms.

Under30CEO
Oct 6th, 2026
Business Compliance gets automated in Gusto's new service.

Business Compliance gets automated in Gusto's new service. Gusto announced general availability of Gusto Business Compliance on October 1, 2026. The service takes care of registering with state tax agencies, filing yearly reports, and similar paperwork for companies that hire employees in more than one state. It arrives about six months after Gusto bought the compliance automation company Mosey. If you have ever hired a remote teammate in a new state, you know the dread. One hire can quietly create a registration duty you did not plan for, and missed deadlines get expensive. Let's walk through how to think about business compliance as your team spreads out, and what this launch changes. What Gusto Business Compliance covers. Gusto serves more than 500,000 small businesses, and the new service is open to all of them. Rather than a checklist you manage yourself, it takes over a bundle of recurring chores. How the compliance service is organized | Job to be done | What the service handles | | Getting set up in a new state | State tax registration, foreign qualification, registered agent service | | Staying current | Annual report filings and proactive alerts | | Catching surprises | Monitoring of government mail | | Getting help from a person | A dedicated Compliance Concierge Team | Gusto also introduced HR Partners, which connects eligible customers with experienced HR specialists. A Gusto PEO, which would bundle pay runs, benefits, people operations, and legal upkeep, is expected in the coming months. Why this problem is bigger than it looks. The company's own research says roughly 50 percent of owners feel compliance eats too much of their time. Roughly three in four name tax filing as the most time-consuming piece. Those figures come from the company's announcement, so treat them as a signal rather than a census. Still, the pain is real. Compliance rarely feels urgent until a notice arrives, and by then penalties may already be running. Because founders wear many hats, this work often lands on whoever has the most spare minutes, which usually means nobody. Where multi-state hiring creates hidden duties. Hiring across state lines is now normal for young companies. A contractor becomes an employee, a sales rep moves to another city, or a great engineer lives somewhere you have never operated. Each of those moves can trigger new tax accounts and filings. That is one reason the business filing wave matters. More new companies means more first-time owners meeting these rules for the first time. Meanwhile, state agencies do not slow down for beginners. How to decide whether to automate. Automation is not automatically the right call. Use a few simple tests before you buy anything. * Count the states where you have employees today and where you plan to hire in the next year. * Estimate the hours per month someone spends on filings, then price that time honestly. * Ask what happens if a deadline slips and who pays the penalty. If you have employees in just one state, a good accountant may be enough. If you are adding states quickly, software that watches deadlines for you starts to look like insurance. Protect cash while you add compliance help. Every new vendor changes your monthly burn. Therefore, compare the fee against the cost of a single missed filing, and fold it into your regular cash flow management review. Pricing was not detailed in the announcement, so ask for a written quote before you commit. It also helps to read the government's own basics. The SBA's guidance on hiring employees outlines the federal and state steps every employer should know, which gives you a baseline to judge any vendor against. Do not forget the people side. Compliance is not only taxes. Benefits, leave rules, and workplace policies vary by state as well. For example, a growing team may also need a plan for small business health insurance as it crosses headcount thresholds. The HR Partners offer is aimed at exactly this gap. Founders without an HR leader can get expert answers without a full-time hire, though availability is limited to eligible customers for now. What to watch from here. The PEO is the next piece to track. A PEO changes who is the employer of record for certain purposes, so read the contract terms carefully when it launches. Compare it with your current setup on price, control, and exit terms. For now, the practical move is simple. List your states, check your registrations, and put every annual deadline on one shared calendar. Whether you automate or not, a clear map of your obligations is the cheapest protection a growing company can buy. Finally, assign ownership. Compliance fails when everyone assumes someone else is watching the calendar. Name one person, even part time, who confirms each filing is done and keeps proof on file. In addition, schedule a quarterly review so new hires and new states get added to the list before a deadline sneaks up on you.

PR Newswire
Oct 1st, 2026
Gusto launches automated compliance solution to ease multi-state hiring burden for 500K small businesses

Gusto has launched Business Compliance, a solution that automatically handles state and local compliance obligations for small businesses, particularly when hiring employees across state lines. The service registers businesses with state agencies, files annual reports, monitors government mail, and provides proactive compliance alerts. The launch follows Gusto's acquisition of compliance automation company Mosey less than six months ago. According to a recent survey, half of small business owners say compliance negatively impacts their growth, with three in four citing tax filing as their most time-consuming compliance task. Business Compliance is now available to all Gusto customers. The company also announced Gusto HR Partners, which provides access to senior HR leaders, available to eligible customers today. Gusto PEO, offering comprehensive payroll and benefits support, will launch in coming months.