Product Operations Manager, Gusto

$119-170k

SQL
Senior and Expert level
Denver
New York
San Francisco Bay Area

2-3 days a week in office

Gusto

Automated payroll, benefits & HR platform

Job no longer available

Gusto

Automated payroll, benefits & HR platform

1001+ employees

FintechB2BHRSaaSAccounting

Job no longer available

$119-170k

SQL
Senior and Expert level
Denver
New York
San Francisco Bay Area

2-3 days a week in office

1001+ employees

FintechB2BHRSaaSAccounting

Company mission

To create a world where work empowers a better life.

Role

Who you are

  • 6+ years of relevant work experience in operating roles at growing startups, biz ops / strategy roles, product operations, project/program management, and/or consulting with “classical” business problem solving training
  • Proven experience scaling service strategy alongside growing SaaS products, to include incubating new products, running betas, and integrating new product development with a scalable, best-in-class customer service experience
  • Strong results-orientation and direct experience in pulling and utilizing data (SQL) to identify critical trends and make/influence critical decisions. Skillful in setting goals based on the desired end state and planning strategies to achieve them
  • Experienced with managing a variety of cross-functional stakeholders on complex strategic initiatives, to include influencing senior leaders in Product or Customer Experience orgs
  • Excellent oral and written communication skills and ability to effectively communicate complex subjects to both technical and non-technical audiences at all levels
  • Demonstrated self-starter and organized problem-solver. Self-sufficient, resourceful, and bias for action towards continuous improvement - always looking to improve upon the status quo
  • Highly adaptable and resilient to changes in business needs or requirements. Ability to navigate challenges and make decisions even when information is incomplete
  • Deep empathy and obsession for our small business customers. A deep passion for helping others

What the job involves

  • Gusto is looking for a strategic, customer-focused leader to leverage customer feedback and operational key metrics to develop actionable insights and strategies that shape our product and service, and positively impact customer love
  • Working with the Product, Engineering, Design and Customer Experience teams, you will be expected to tackle both highly strategic and deeply operational initiatives to deliver value for customers and Gusto
  • You’ll be customer-obsessed, business-minded, strategic, detail-oriented, and highly creative
  • Transformation Product Operations at Gusto is made up of 8+ committed, creative, collaborative people who care deeply about our mission to empower small and mid-sized businesses and their employees
  • We’re a highly cross-functional team focused on ensuring our product and service are co-designed and co-developed along the product lifecycle to deliver a best in class customer experience; Gusto is listening to, synthesizing and acting on customer and front-line team feedback; and that cross-functional teams are collaborating and swimming together to build the best version of Gusto for our customers
  • Shape and support product development and its integration into service strategy for existing customers across the product lifecycle, in collaboration with Engineering, Design, Product Management, and Customer Experience teams
  • Understand our product and end-to-end service experience and organizations in intimate detail, including internal and external pain points and feedback. Collaborate to ensure customer support considerations are integrated into broader company decisions
  • Lead and partner on product launches between Product Management and Customer Experience (CX) teams to ensure readiness and deliver insights post-launch to ensure a positive experience for customers and internal teams
  • Provide business insights and recommendations based on quantitative and qualitative data to influence strategy and operational design in both product and service roadmaps
  • Identify and drive cross-functional initiatives that will deliver value for customers and Gusto. Help develop and communicate a clear roadmap for enhancing service capabilities and experiences
  • Hypothesis-driven problem solving to drive our business
  • Contribute to advancing the Product Operations craft at Gusto and uplevel the work of the team

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Insights

Top investors

45% employee growth in 12 months

Company

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

Funding (last 2 of 8 rounds)

May 2022

$55m

SERIES E

Aug 2021

$175m

SERIES E

Total funding: $706.1m

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.

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Steph

Company Specialist at Welcome to the Jungle