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CX Benefits Operations
Updated on 3/28/2023
San Francisco, CA, USA • Remote • New York, NY, USA • Denver, CO, USA
Experience Level
Desired Skills
Product Design
  • 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
  • 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)

1,001-5,000 employees

Cloud-based payroll, benefits, and human resource management solution
Company Overview
Gusto's mission is to help companies put people first. The company operates an online payroll, health benefits, and workers' compensation platform.
  • 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.
Company Core Values
  • Embody a service mindset: Never stop advocating for the needs of others.
  • Dream big, then make it real: Be ambitious. Show and do is greater than tell and talk.
  • Be proud of the how: Ensure deep integrity in everything you do.
  • Embrace an ownership mentality: Take initiative to leave things better than you found them.
  • Debate then commit: Share openly, question respectfully, and once a decision is made, commit fully.
  • Build with humility: Put collective success before individual achievements.