Head of Implementation, Gusto
Benefits
$148-185k
Salary applicable for candidates based in Denver. For candidates based in San Francisco & New York: $174,000 to $218,000 USD
2-3 days a week in office
Automated payroll, benefits & HR platform
Be an early applicant
Automated payroll, benefits & HR platform
1001+ employees
Be an early applicant
$148-185k
Salary applicable for candidates based in Denver. For candidates based in San Francisco & New York: $174,000 to $218,000 USD
2-3 days a week in office
1001+ employees
Company mission
To create a world where work empowers a better life.
Role
Who you are
- 10+ years of leadership experience in CX, operations, and/ or technology
- 5+ years managing senior leaders and high-performing teams
- Customer-first mindset with a strategic approach to innovating and delivering exceptional customer experiences
- Proven success in driving customer satisfaction while improving operational efficiencies
- Expertise in change management and workflow optimization in dynamic, fast-paced environments
- Metrics-driven leader with a global and strategic perspective
- Demonstrated ability to influence change across multiple business units
- Strong decision-making skills, using data to drive measured, objective outcomes
- Proactive leader who drives initiatives and takes ownership of results
- Thrives in a fast-growing, constantly evolving environment
- Bachelor’s degree or equivalent experience
- When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required
What the job involves
- The Head of Advising & Onboarding - Benefits will lead the strategy, design, and execution of our customer onboarding programs, ensuring value-add experiences for all benefits customers
- This person will be responsible for establishing standards, policies and procedures to evaluate the effectiveness and efficiency of customer experiences, provide insights to business operations and drive improvement through close collaboration with Customer Experience teams, Learning & Development, Knowledge Management and Product Operations
- As the Head of Implementation - Benefits, you will have the opportunity to shape and scale a high-performing organization, while driving transformational change to meet customer demand
- This is a leadership role reporting to our Head of Benefit Operations within CX. Gusto’s CX 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
- 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 our Benefits department goals, CX goals, and Gusto OKRs
- Work 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)
Our take
For many small businesses, vital administrative tasks such as payroll, taxes, and benefits are manual tasks that take time and energy which many SMB owners don’t have. The three co-founders of Gusto – all coming from small business backgrounds – collaborated on a Fintech company that would handle employee payments, benefits administration, and compliance support specifically for small businesses.
The company may have started slowly, as the founders focused on nailing each individual aspect of Gusto’s operations, but has now skyrocketed to unicorn status with more than 200,000 customers and a multi-billion dollar valuation. In 2021, Gusto began acquiring other companies to strengthen its offering and its position in a competitive market, including two other fintech startups, Ardius and Symmetry.
Through its continued acquisitions and fundraising efforts, the company has carved out a strong position for itself in the space. Although Gusto has found itself impacted by the macroeconomic situation, through the significant effect it has had on its clientele, the company still appears positive for the future after raising funds in 2023 that will see it reach key profitability benchmarks. It continues to consolidate its platform, for example by integrating with OpenComp to grant its users access to the company's Compensation Intelligence Platform.
Steph
Company Specialist
Insights
Company
Funding (last 2 of 8 rounds)
May 2022
$55m
SERIES E
Aug 2021
$175m
SERIES E
Total funding: $706.1m
Company benefits
- Comprehensive medical, dental, and vision benefits, plus a variety of mental health resources
- Flexible vacation - Gusties are encouraged to take the time off they need to continue doing great work
- Fertility treatments, parental leave, pregnancy termination, caregiving, gender-affirming surgery, hormone treatments, transgender-inclusive services, and more
- If you work at one of our homebases, enjoy food, drinks, and good conversation — on us
- Celebrate 5 or 10 years at Gusto and take a month off to recharge
- Take advantage of internet, phone, commuter, and wellness stipends each month, along with a WFH stipend and cash for anniversaries
Company values
- Embody a service mindset - Never stop advocating for the needs of others
- Dream big, then make it real - Be ambitious. Show and do, rather 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
Company HQ
Central Waterfront, San Francisco, CA
Articles
Leadership
Joshua Reeves
(CEO)Studied Electrical Engineering at Stanford and went onto co-found Gusto in 2011.
Tomer London
(CPO)Has a PhD in Electrical Engineering from Stanford. Was a Researcher at Intel, and then interned at Bump Technologies. Co-founded Vizmo, a mobile self-service technologies company, in 2008. Co-founded Gusto in 2011.
Edward Kim
(Head of Engineering)Studied Electrical Engineering at Stanford. Was Senior Project Engineer at Volkswagen of America Electronics Research Lab and then co-founded Picwing, a printed photos company, in 2008. Co-founded Gusto in 2011.
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