About the Role:

This is a leadership role on our Agent Readiness team within our Engagement Center of Excellence. Our Engagement organization is the linchpin of our world-class experience. With their passion, insight, and customer advocacy, the CX team has helped Gusto maintain industry-leading NPS scores while serving over 300,000 customers. We strive to positively influence millions of businesses and hundreds of millions of employees across the county. You’re a great fit if you have a history of Learning and Development and Operations.

About the Team:

Our Agent Readiness team is a new team at Gusto dedicated to providing an outstanding new hire experience and ensuring Engagement agents feel well-supported throughout their Gusto journey. The team’s primary focus is to prepare new agents so they feel confident and ready to perform their job responsibilities. We seek an inspiring and motivated manager to empower our Agent Readiness PEs and contribute to the company’s growth and success. The ideal candidate will have a proven track record in leading Learning and Development and Operations teams, preferably in the payroll industry.

Here’s what you’ll do day-to-day:

Agent and Customer Experience 

• Work cross-functionally with other CX teams and shared services to deliver improvements to the Gustie and the overall customer experience.
• Partner cross-functionally to unblock friction points, proactively address potential concerns, and build an understanding of individual team needs and processes. 

Learning Strategy

• Oversee and implement a learning and development strategy that supports Gusto’s strategic objectives and reflects the latest trends and best practices in a hypergrowth software and Payroll services company.
• Conduct learning needs analysis and gap assessments to identify Engagement’s current and future learning requirements.
• Partner with internal leaders to evaluate and create processes and standard operating procedures.
• Ensure learning solutions align with Gusto’s brand, culture, values, and competencies.

Team Empowerment

• Empower a team of Nesting PEs and develop their skills, capabilities, and competencies.
• Foster a culture of engagement and excitement to achieve customer-driven results, where Gusties feel empowered to put customers first and develop their careers within the organization.

Here’s what we’re looking for:

• 5+ years of experience managing learning, development, and skilling, including facilitators and content designers. 2+ years of experience managing customer service operations. 
• Experience leading and managing distributed teams and programs and have influence management skills.
• Knowledge of/experience in applying learning theories and principles, including adult learning theory.
• Adaptable and good at context switching. You’re comfortable flexing between strategy and execution.
• You have organizational agility and can work successfully across a complex environment.
• Demonstrated ability to synthesize the complex - transform multiple, complicated, disparate inputs into simple, straightforward, succinct actions and initiatives.
• Project management experience - piloting new ideas, evaluating results, and iterating as needed.
• Prior customer service experience, call center experience preferred
• Proven track record of delivering an extremely high level of satisfaction across a customer base while also taking pride in driving operational efficiencies
• You have experience with high-velocity training, particularly with seasonal hiring trends
• Travel to our centers of gravity is an expectation of the role: Denver, Las Vegas, and Orlando. The frequency of travel will vary depending on seasonality, but expect at least 30% travel in the role, and up to 50% during periods of peak hiring.
• Tech Savvy: You know your way around GSuite, a Mac, Salesforce, JIRA, and Slack.
• Team Player: A consummate teammate, ready to wear multiple hats, inspire those around you, and work collectively while priding yourself in maintaining a professional brand and image.
• Handles stress well: Conflict resolution skills and a personality that thrives in a dynamic environment. Ability to handle - and even thrive - in an urgent, ambiguous environment with grace and composure.
• Great written and verbal communicator: Loves writing and talking about technical concepts to a wide range of audiences and understands the importance of listening to the customer before delivering service.

Our cash compensation amount for this role is targeted at $125,000 - $140,000/yearly in Denver, Orlando, and Las Vegas. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.